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Strata Call Manager User Guide

1. Available in Contacts and History Prints a listing of all entries shown in Contacts and History tabs Change the position and width of the columns prior to printing to format the printout as desired Filter Available in Contacts and History In Contacts you can filter by name only In History you can filter by dates call types phone numbers names and account codes Strata Call Manager UG 09 10 TOSHIBA 87 Strata CIX Using Companion Applications Table 1 Companion Application Tabs Toolbar Icons Call Available in Contacts and Chat Click to make a call Chat Available in Contacts and Chat When you find a contact that is idle you can select that contact and click on the chat icon to chat Add Directory Available in Contacts Click in Directories listings tab to add a new directory lt does the same function as right clicking in the Directories listing and clicking Create Directory Add Groups Available in Contacts Click in My Groups listings tab to add a new group lt does the same function as right clicking in the My Groups list ing of groups and clicking Create New Group Search Available in Contacts Enters Search mode For more details refer to Searching Entries on page 89 Change Agent ID Available in ACD Viewer This brings up the group log in log out menu Reset Chat Available in Chat View Chat log Available in Chat Opens up Chat log Copy Available in C
2. In App Name Topic enter MSGPOP SYSTEM In DDE Message enter CALLNAME Jan Help have an abusive call from J N C a Add Edit Action Pame App Namel Topic MSGPOPISYSTEH Notify Jan Abusive Call pE Topic MSGPOPISYSTEM DDE Message CALLNAME Jan Help have an abusr Send DDE Msg Run Program if Mot running Dave Program EXE Cancel Show Test Type 2 Choose a key on Strata Call Manager right click and select Change Key Name the key choose the colors and select a type as User Defined Actions Select Notify Jan Abusive Call from the list of actions and Save 124 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Command 3 SetDND Format DND DND_State Message where Option cn oron In nal e DND The command name e DND_ State Enter ON for turning on DND or OFF when turning off DND e Message Enter the text message to be sent to callers reaching this station If the message is left blank opening and closing quotes only then the message previously used will be displayed without change Example The Strata Call Manager user would like to have Chat DND follow the status of Strata Call Manager s DND status automatically when Strata Call Manager is changed In this case Chat should be in DND when the user is in a meeting Chat should reflect the same message that is seen on Strata Call Manager DSS
3. if not provided Now plus 5 minutes is assumed e The fields within each record can be either Tab delimited or comma delimited however the entire file must be one format or the other cannot mix formats within a file Comma delimited fields can should use quotation marks around any field containing a comma For example Jones Skip 480 496 9040 1111 Sample 1 2 3 e A maximum of 1000 records can be imported Automatic Imports The Dialer will automatically import any file in the above described format if the file is 1 named with TXT suffix and 2 saved into the PDimport sub folder in the Strata Call Manager folder Once the file is imported it will immediately be deleted 136 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Buttons All buttons in the Strata Call Manager are created equal so that any button can be programmed as any other button The More Buttons companion application also be used for ACD functionality Each Button companion application can be assigned one of the 8 global banks which each have 64 buttons You can have eight instances of the More Buttons companion applications to ensure that you have enough buttons in Strata Call Manager All buttons can be programmed by the user for the following Feature Code Speed Dial System PBS Commands User Defined Actions ACD keys DSS Extension Key Web Key Run Program For more information refer to Chapter 4 Butto
4. App Name Topic MSGPOPISYSTEM Visitor Waiting TER DDE Message KES CALLEXT Your visitor is waiting in the Lt Send DDE Msg Run Program if Mot running Save Program EXE Cancel Shor Test TT 2 Choose a key on Strata Call Manager right click and select Change Key Name the key choose the colors and select a type as User Defined Actions Select Visitor Waiting from the list of actions and Save Strata Call Manager UG 09 10 TOSHIBA 123 Strata CIX Using Companion Applications Command 2 Opena Chat Format CALLNAME Name Msg_Type Message Send_Option where eesti e CALLNAME The command name Name e Name The name of the person to chat with This name must match the name used in the Chat directory If you leave this blank the main Chat window will pop up and allow you to manually select the person e Msg_Type leave blank future feature e Message Message to be sent e Send_Option or send message immediately or e C or blank type message into user buffer but wait for user to press SEND Example Agents in a Call Center want to quickly notify the supervisor that an abusive caller is on the phone The supervisor s name is Jan and the persons phone number formatted for easier reading and name should be included when available using Caller ID 1 In Strata Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately
5. File Edit View Whiteboard X Whiteboard 08 38 Danny Hello 02 38 Daniel Hello General Advanced Dialing j Hot Keys Docking Le EE x Qe Jo ow ome la Conversation with Daniel 10206 on 11 17 2009 Whiteboard Menus The menus on the whiteboard are context sensitive Whiteboard The File and View menus remain constant The Capture Screen whiteboard is accessed from the View menu The whiteboard menus are accessed by right clicking in the Whiteboard space or by clicking Whiteboard Use the Whiteboard menu to capture screens crop pictures scale highlight color and change pen widths Crop Picture Scale Picture Hightlight Color Pen Width H The file menu has the following options _ _ e File Edit View Whiteboard 116 e Open takes you to an Open window to find a file etc to share Close closes the whiteboard application Save as lets you save the whiteboard Send as email brings up an email message window where the whiteboard is attached as a Jpg file and you can add you contacts in the To and cc fields Set as wallpaper Print prints the whiteboard Exit Open Close Save AS Send As Email Set As Wallpaper Print Exit Similar to the above you can use the Edit menu to cut copy edit paste delete clear and clear highlighting The View menu contains Chat Box Canned Replies and Whiteboard TOSHIBA Strata Call
6. Remove Overdue calls more thai 14 days past due Auto Export Results of Call Attempts m Which Calls All Call Attempts Only Completed Call Export to file DialResult CSV Browse Export File Format le cSVfile TEXT file e Place Calls While in Do Not Disturb This setting controls whether the power dialer should attempt to place calls if the user s phone is in Do Not Disturb For example the user may want to set his phone into Do Not Disturb mode to stop all 134 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications incoming calls but still continue using the power dialer to place outgoing calls Note On some phone systems the Strata Call Manager cannot detect and display the Do Not Disturb setting of the phone in which case this setting has no effect e Delay Between Calls it s often desirable to provide some wrap up time after the last call before dialing the next call This value is used to provide this time delay between calls placed by the power dialer e Play Sound on a sound equipped PC the user may want to play a selected WAV file to alert him her whenever a call is ready to be placed This feature and the desired WAV file can be set up here Delay Before Requesting Call Result it s sometimes useful to give the user some wrap up to finish up some activity in another application before requesting the result of the call This value is used t
7. a Add Change Handler Rule L Triggering Event When this happens Refer to this Rule as ST cal from Home 2 Conditions If these Conditions are True _____3 Actions Then take a Immediately Call Type Extra Info f Any IC Only CallerID Name C Outside Only f None Required Check Action gt Phone State Is Present Any If Idle s ls Missing Alo ari Busy on a Call ie na Galler ID Number None Required m Account Code Check Actic Any Number E deans hase C Blocked Missing moco Add Action Delete Action Is This C e Thist 14809075186 A Cancel 2 Selecta Triggering Event and Set the Conditions The types of events that can be used to trigger a rule can be divided into call related triggers system triggers and status change triggers Each grouping is shown below along with the Conditions offered for the trigger to take effect e Call Ringing Whenever a call rings on the phone Call Type Select the call type for the ringing call 2 Conditions IF these Conditions are True Call Type Extra Info fe Any IC Only CallerID Mare a Outside Only f None Required Phone State Is Present any IF Idle Is Missing m Busy on a Call Is This value Caller ID Number None Required Account Code Any Number f None Required Blocked Missing ee ls This O Is This Is Not This Ts Not This
8. APDimport sub folder of Strata Call Manager the entries will be automatically imported into the power dialer Drag and Drop Other files Any program that can export contacts into a tab delimited or comma delimited text file format can operate with the Dialer Similar to the MS Excel file those files can then be dragged dropped or automatically imported into the power dialer Goldmine Export The Goldmine contact management software provides a way to setup re usable filters and export formats as well as a way to add a Dialer export button on the Goldmine screen Using these features and the automatic import feature of power dialer described above it is very easy to send a list of Goldmine contacts directly to the power dialer to be dialed Configuration The Dialer provides some configuration options for the user To view or Settings change the configuration right click on the icon in the upper left corner of the main screen and then select the Setup menu option This will bring up the Setup window as shown below Dialer Setup Place Calls While in Do Not Disturb No fe Yer Delay Between Calls Seconds Play Sound leady to Pl No When Ready to Place Call 7 E f Sound fle Bay Browse Delay Before Requesting Call Result 1 Seconds Clear Out Completed Calls Daily r Overdue Calls Calls are Overdue if more thar 30 minutes past due if Place Overdue calls before Due Now calls
9. Immediate Busy No Answer Busy No Answer or Off and the destination a Add Edit Action Name Set Phone Forwarding Choose Forwarding Type Busy Destination 1010 Set Phone Forwarding Save Cancel Show Test e Choose Forwarding Select from the drop down list the forwarding action to use e Destination Define the number for the destination of the forwarding This is left blank when using Forwarding Off Strata Call Manager UG 09 10 TOSHIBA 63 Strata CIX Actions 64 System PBX Command This action can be used to send appropriate OAI commands to the PBX to perform functions For example you could have an action that sets your DND message to UNAVAILABLE using the following N 16 You could then set this action to run each time you shutdown your phone a Add Edit Action ene Send System PBS command System PBX Command Type Systemi PBS Command System PBX Command RECORDEKMARK Bookmark Text gave Cancel Show Test e System PBX Command Select from the list of available commands and edit the variable values shown in quotation marks as needed The commands available are as follows AIWER ooo o DIALxxxxx Where xxxxx is the number to be dialed Digits 0 9 A is a pause and l is a hook flash Parenthesis semi colons dashes and spaces are ignored thus 480 496 9040 can be entered HANGUP MODIFYCALL Recommend using Mod
10. PE PBX extensions correspond to Agent IDs Save Cancel Using ACD Viewer This section describes how to use the ACD Viewer for both agents and supervisors Collapsed View The ACD Viewer starts out with a collapsed view of each ACD queue This takes up very little screen space but still provides a high level status of each of your ACD groups That is the ACD Status View window displays one line for each of the ACD Groups of which you are a member The ACD Group Name Queue Number and Status Enabled or Disabled are displayed If the queue is on a schedule the time the queue will be enabled disabled by the schedule is displayed Each ACD queue has an activity LED that changes colors based on the status of the queue Gray Idle no calls active or waiting and at least 1 agent logged in and available Green Active at least one call active but no calls waiting and at least one agent logged in and available Yellow Warning Default one call waiting and at least one agent logged in But this threshold is configurable Red Urgent Default Two or more calls waiting OR no agents logged in and available But this threshold is configurable 104 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Black Disabled the ACD queue is disabled either by a supervisor or by being after hours in the schedule To expand the information on an ACD group simply click on the Plus sign
11. This capability is integrated in the Contacts companion application tab Click on a Group tab within Contacts Note that you can create as many groups as needed You can look at the Presence status of members in each group To add a Group 1 Select by clicking on the My Groups or System Groups tab 2 Right click and select Create New Group Note The different between My Groups and System Groups is that My Groups is personal and you can create their own System Groups applies to all and only a user with Admin right can create and change the group entry To manage the Presence Viewer 1 Click the Group tab assigned for the Presence Viewer 2 Right click on an entry for options to either call chat broadcast edit or delete group History Chat ACD Viewer Z Aa NS as Directories CIX Directory My Groups Contacts Dialer Neb Browser Product Mg System Groups Recscscsesesereserecereesees Number 133510 133351 Katz Yamaguchi Ca Call Now Chat Send Chat Broadcast Edit Group Delete Group 3 When you select Edit group the following dialog box displays Use the double arrow buttons to add or remove users from the group shown right ES GroupDialog Group List Name lace roup Members in Group Mumber 104726 103712 133510 103792 152368 102723 133351 Name DAVID FRIDLEY DENNIS BALL F Eric Abing GWEN NORT
12. e Phone State Select the Phone State when the call arrives e Caller ID Number Select the Caller ID to be used in the trigger For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards e Extra Info Select a Field Name CallerID Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in Strata Call Manager UG 09 10 TOSHIBA 73 Strata CIX Personal Call Handler 74 the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Call Answered Whenever a call is answered on the phone Call Type select the call type for the ringing call 2 Conditions IF these Conditions are True Call Type Extra Info f Any IC only CallerID Mame C Outside Only Mone Required 15 Present Call Direction r a Any Incoming Is Missing Is This Value Outgoing Only siz Caller ID Humber None Required Account Code any Number None Required C Blocked Missing oua s ls a Is Not This Is Not This Call Direction Select the dir
13. that indicates if Extra call information is attached to a call A gray notebook icon means no information is attached a blue notebook icon means standard information is attached and a red notebook icon indicates priority information is attached to the call Press the Call Notes icon to view or change Notes information on the call Notes are retained with the call even when you transfer it to another person You may use Call Notes with an IVR to attach a Customer Name Credit Card Number and Zip Code to the call before you answer saving you from asking the caller for this information Strata Call Manager UG 09 10 TOSHIBA 5 Strata CIX The Grand Tour Screen Docked Views Screen docked profile e Programmable Buttons A number of keys can be easily configured by the user as Feature keys Speed Dial keys Call keys User Action keys etc To change one of these keys simply Right click the mouse over the key and use the Setup Key window to configure the settings for the key e ACD Buttons ACD keys are programmable buttons that would give ACD agents easy login logout of ACD groups These keys also display the current ACD agent status and allow agents to control their Wrap Up mode Strata Call Manager provides a screen docking feature where the Strata Call Manager can dock to the top or bottom of your PC screen When screen docked the Strata Call Manager takes on a very low profile using only a small portion of
14. GIF Application Menu change the application menu logo to another image file It supports similar file formats as those of Title Bar TOSHIBA Strata Call Manager UG 09 10 Strata CIX Preferences When the design is complete then you can easily change to this skin by right clicking the mouse on the logo on the main window and selecting the skin name from the Phone Colors menu Skins Files Each skin design is saved in a file which is a file starting with skin_ and ending with INI These files are stored along with other configuration data on your PC in the Local Settings SCM folder skins A number of basic skin designs are included with SCM Saving Creating Icons next to the skin name provide easy access to save save as create new New Deleting and delete skin functions Some of these icons can also be accessed using the Skins application menu button To exit the skin editor just click the cross icon on the top right corner of the skin editor To Create a New Skin Click the new icon and a Skin Name dialog will pop up to allow you to enter the name of the skin The new skin initially will have current existing configuration as you see on the skin editor You can start changing it To Load an Existing Click on Skin Name drop down list to load an existing skin Skin To Save a Skin Once changes have been made click the Save icon to save it To Save As a Skin When creating a new Skin changing an existing skin or to s
15. Speed List of telephone numbers The user may add entries to provide fast access to Dial Directory frequently dialed numbers Strata Call Manager UG 09 10 To Call Press Enter to dial the highlighted number or double click the desired number from the list Add by Drag and Drop from Outlook Drag a contact from Microsoft Outlook to the Directory and automatically add to the list Add by Drag and Drop from Call History Drag a number from the Call History window to the Directory to add the number to the list Drag and Drop to Create Speed Dial Button Drag an entry from the Directory to a Programmable User button to automatically create a speed dial button with that phone number Additional Options Right click on the entry to access a menu of other functions Call Now Place a phone call to this person or extension Same as double clicking Edit Allows you to Add Change Delete and Copy entries typically available only in the Personal directory Lookup in Outlook Lookup this number in Microsoft Outlook and open the matching contact Print Listing Print a listing of all entries shown in the directory Change the position and width of the columns to format the printout as desired Use Filters and Find to print only the entries you want Export Listing Export the listing using either a CSV or Text format TOSHIBA 91 Strata CIX Using Companion Applications Presence Viewer 92
16. by default it is marked as completed If the call needs to be placed again checking the Try Again box will open a time frame for the retry second dialog box shown below Setting the time an actual time or an elapsed time and pressing Okay will place the call back into the list As was done in the Ready to Dial screen an optional User defined button can be provided with an action to be performed at the end of the call This action could be anything but typical uses would probably be to open a Journal entry or pop up an after call survey form to take notes on the call Strata Call Manager UG 09 10 Personal Power Dialer Time to Place Call to Phone Account To 020 Subject nfo Result Completed x Try Later Okay Personal Power Dialer Time to Place Call to Phone E Name Account To 110206 Eric Subject BE Result Completed I Try Later 15 Minutes of Other Okay TOSHIBA 131 Strata CIX Using Companion Applications Adding Calls to the Dialer Adding Changing a Call Calls can be added manually imported or use drag and drop techniques as Record explained below First a call can be manually added or changed at any time by double clicking on a call in the dialer list The telephone number must be entered a name being called and optionally an Account Number and any Subject as needed The call can be scheduled by date or elapsed time The d
17. details 12 02 04 16 27 In 1027 480 496 9040 Joe Blow No 12 02 04 16 28 In 1027 480 629 8723 Joyce Gree Yes 12 02 04 16 28 In 1027 949 853 3351 Katz Yamag Yes Lookup in Outlook This action will lookup the phone number in Microsoft Outlook and then selectively opens a contact creates a new contact or adds a journal entry a Add Edit Action Lookup in OUTLOOK database 7 On Exact Match fF NO Matches a Pop User Options 1 Pop User Options Open Contact Add New Contact LU Add Journal f Add Journal C If Duplicate Matches ra e Teck iv Display Choices Strata Call Manager UG 09 10 TOSHIBA 53 Strata CIX Actions Minimize Phone _ This action shrinks the Strata Call Manager screen to an Icon in the Tool Tray Screen To return Strata Call Manager to its original position requires the user to either double click the icon in the tray or right click and select Show amp Add Edit Action Minimize Phone Screen Type Minimize Phone Screen Show Test Modify Call This action changes the Caller ID name Caller ID name or Account code of Information the active call on this phone and when the PBX supports the changes the same information held in the PBX Using the Extra Info option provides for entering or changing any other information associated with the call a Add Edit Action rmi n information Type Modify Call Information f Standard Into is lean Type Modify Call Information Phone Number
18. indirect or consequential damages whatsoever or claims of third parties regardless of the form of any claim that may result from the use of this document THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE WHETHER EXPRESSED OR IMPLIED THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE ACTUAL PERFORMANCE MAY VARY BASED ON INDIVIDUAL CONFIGURATIONS USE OF COLLATERAL EQUIPMENT OR OTHER FACTORS Copyright 2009 2010 This document is copyrighted by Toshiba America Information Systems Inc with all rights reserved Under the copyright laws this document cannot be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying without prior written permission of Toshiba No patent liability is assumed however with respect to the use of the information contained herein Trademarks Strata SD Secure Digital and CIX are registered trademarks of Toshiba Corporation Stratagy eManager My Phone Manager and Info Manager are registered trademarks of Toshiba America Information Systems Inc Windows and Microsoft are registered trademarks of Microsoft Trademarks registered trademarks and service marks are the property of their respective owners FCC Requirements Means of Connection The Federal Communications Commission FCC has established rules which permit the Strata CIX syste
19. the screen and stays accessible even when other applications are maximized This allows user s to access the features of Strata Call Manager while consuming a minimal amount of PC screen space as shown below This is not the default the default docked profile is the regular expanded view Strata Call Manager Main Menu gt i ql TOSHIBA nevus Togs A i hs DN E Most of the phone display buttons and controls that appear on each screen docking profile can be chosen by the user from the Docking Tab on page 31 in Strata Call Manager Preferences To reach Strata Call Managers Main Menu click on the SCM icon menu in the upper left hand corner The Main Menu opens as shown below we TOSHIBA Change Login Change account profile Reset Phone Reset phone profile Help Show help for Strata Call Manager About About Strata Call Manager The Main menu screen menu item expands into an ability to Change the Login settings an ability to reset the phone to its default settings access help and check the Call Manager version and serial number TOSHIBA Strata Call Manager UG 09 10 Shortcuts Quick Access Toolbar QAT KeyTips Hot Keys Strata Call Manager UG Strata CIX The Grand Tour You can use the Quick Access Toolbar or KeyTips to execute various commands The QAT and KeyTips available in SCM are explained below The QAT shown below consists of frequently used tools that can be added to th
20. to allow playing a WAV file each time an urgent broadcast message comes in You can click on Browse to specify which WAV file you want to play You can test your WAV file by clicking on the Test button below the file name Response Buttons Tab The Response Buttons are a series of buttons located at the bottom of the Chat Message Window These can be customized to meet your specific needs by clicking on these buttons to send immediate messages to someone without typing or clicking the Send button Once a communication channel is established you just click the Response Button with the message you want to send Define the Number of rows to create response buttons Messages Response Buttons Features Logging Number of rows cee Strata Call Manager UG 09 10 TOSHIBA 119 Strata CIX Using Companion Applications To Change Message in Response Buttons NoteOnly the first eight Response Buttons can be changed from the Preferences window All buttons can be changed on line when in a conversation The procedure to change a button is identical in the Preferences Window as when done on line e Click the Setup icon in the Chat application then click on the Response Buttons tab e Click the button to change and the Response Button window will appear Response Button Type Text Hello Send Immediately K Cancel e Caption Enter a caption for the button e When Button is Pressed S
21. 107 A ts EE A EATA AEA ELA EEE NEE E EE A EEE TEETE 108 CRIV DSN AMOI tetas ii il a ae 108 Using Ch hatMessadiNo sii aE ini 108 TO send a Broadcast Mess ade dd 111 Ghat Feature ODA a a a a a E 113 Response BUON S teese AAA A A AAA uti 114 Person aI GrOUDS ada Na 115 Whiteboard Operation caos 116 Whiteboards EU o o 117 CONMTQUINAO Ch ALL NA A as 118 intertacing with Omer Programs tus dai 122 Format of the DDE Command Interface siii dai 123 A A eens ace eaeaks 128 MANSO al e lol a la e a a 128 Gall DISDlAY Arau isa 129 A ets Sioa eae a a enem awa aera A a 129 SONNO Entries dl is 130 DI OPM A AAA A Peace etek eckaeaet 130 Adang Cals Tote Dalen cerere leete ius 132 Configuration Sets E 134 Adding Action Buttons to Ready to Dial and Results SCreenS ooocccccccnnoncccccccnnoncccnccnnnnancnncnnnnnnnnnns 136 Strata Call Manager UG 09 10 ill Contents Chapter 8 Using Companion Applications Advanced TOPICS ani a 136 DU A a de decaer loco idos 137 WV CO OWS Otto a io eii delo iia a 138 iv TOSHIBA Strata Call Manager UG 09 10 Introduction This user guide describes how to use the Toshiba Strata Call Manager SCM software with Strata CIX670 CIX200 CIX100 CIX100 S and CIX40 telephone systems Organization e Chapter 1 The Grand Tour provides an overview of the Strata Call Manager application e Chapter 2 Using Strata Call Manager Features shows how to use telephone features with SCM e Chapter 3 Preferences
22. ACD Group Status button will turn Red In addition to these two conditions this status will automatically be reached whenever the queue is enabled but there are NO agents available Available conditions are Calls Waiting gt x calls Longest Waiting Call gt x Secs Waiting Calls Agent gt x Warning Status Yellow This is the 2nd highest level status of a queue and should typically be reached when the load in the ACD queue is approaching a problem level You can select up to two conditions so that whenever either of these conditions are met the ACD Group Status button will turn Yellow The available conditions are Calls Waiting gt x calls Longest Waiting Call gt xX Secs Waiting Calls Agent gt x Strata Call Manager UG 09 10 TOSHIBA 101 Strata CIX Using Companion Applications Active Status Green Idle The ACD Group Status will automatically appear Green if there are agents Status Gray and logged into the group and there are calls taking place in the group but there Disabled Status Black are no waiting calls for the group The status will automatically appear Gray when there are agents available to take ACD calls but there are no calls Black indicates the queue is Disabled or off schedule and not receiving calls Notifications This section allows you to setup audible and visible notifications that can be taken when an Urgent Warning and Active status is met lf desired enter a c
23. Free Low C Busy i Normal Out of Office i High Subject f Any Matches this Subject AO o e Calendar Status Select to match the Outlook Calendar Status options Any Free Busy Out of Office e Event Importance Select to match the Outlook Calendar Importance options Any Low Normal or High e Subject Select either Any or Matches this Subject For making the match enter the text for the subject to match See Like Matches and Unlike Matches for use of wildcards Note Outlook Calendar may also send a Tentative status setting which is treated using the Any setting Strata Call Manager UG 09 10 TOSHIBA 79 Strata CIX Personal Call Handler Like Matches Unlike Matches 80 When you design a Rule to trigger using a Specific Number for the CallerlD number or Account number or on a Specific Name for the CallerlD name you can design the rule to either search for an exact match or a LIKE match A LIKE match simply uses wildcard characters in the string that you specify to accept a range of values The following wildcards are available Any single character Zero or more characters Any single digit 0 9 Example 1 To trigger on any caller from your area code 602 Set the Specific Number on Caller ID Number to 602 Example 2 To trigger on any caller from your local office code 496 Set the Specific Number on Caller ID Number to 602496 Example 3 To trigger on a
24. Manager UG 09 10 Calls Display Area Functions Strata Call Manager UG Strata CIX Using Companion Applications This area shows each call that is either 1 yet to be placed or 2 that has already been completed The available columns include Date this column shows the date the call is to be placed or when the call was completed Time this column shows the time the call is to be placed or was completed Status the status of the call If this is blank the call is not due yet Other status values include e Due Now The time has arrived for this call to be placed e Overdue This call has not yet been placed and it is overdue e Done This call has been completed e DISABLED This call is disabled It will not be placed until it is enabled e In Progress This call is underway Name the name of the person to be called Phone the phone number to be dialed Account this shows the account code if any for this call Often an account code is used to indicate something about the call like the customer ID the result code of the call i e order was placed needs follow up unable to reach party was busy etc This account code will be attached to the call when this call is placed Subject this column shows the subject of the call This information can be added changed up until the call is placed at which time this information is attached to the subject fie
25. Preferences Skin Editor 36 Application Menu Logo The entire color scheme as well as the look and feel of the SCM can be changed dramatically by simply selecting a different skin Skins can affect the following elements of SCM Screen background colors texture and appearance LCD colors and fonts Calls window color and font Title bar logo and Application menu logo Programmable Button colors and fonts ACD Keys colors To access the skins editor go to Preferences gt Skins Editor The main screen for the Skins Designer shown below provides a preview for how the skin will look as it is being designed Title Bar Logo sem TOSHIBA Strata Cal Manager Title Bar Skin Skin Mame Blue iA A x Quick Toolbar it Title Bar Color Scheme OfFfice2007 Blue sem Application Menu 3 Blend Color Empty Dynamic Ribbon W Clear Blend Color Update Loga Color Top Line Message LCD High Priority Message Ho Calls Call Control View Default Button Buttons and ACD Buttons Enter the appropriate information when creating the skins Skin Name show current skin to be used and being edited The drop down list will show currently available skin name Color Scheme set of predetermine color scheme On some color scheme users could blend the color secondary color to make a different color Title Bar change title bar logo to another image file Supported image formats are PNG BMP JPEG
26. Regular f Default C User Defined C High if Field has Info Action Mame C High Always e User Can Edit Field Button Label jf Yes f No Okay Cancel To Add or Change a Static Info Field e Field Name Select from the pre defined list of fields or create you own field name This name must match exactly the information field where the information is held Strata Call Manager UG 09 10 TOSHIBA 23 Strata CIX Preferences 24 MS Outlook Integration e Description Enter any description you desire to mark this field e Field Type Each field can be selected to be either a fixed parameter 1 line or long text multiple lines fields e Priority The field priority selected will mark the color of the icon attached to the call e User Can Edit Field This determines if this field can be changed or fixed e Action Button A button can be defined to use trigger user defined Action The Action Name must match exactly the name of the Action defined in User Defined Actions e Dynamic Info Fields Allows the choice of when these fields will show provides a large set of fields which are automatically filled in based upon the call information Dynamic fields are fields set by another application and are not pre defined in Strata Call Manager is specifically designed to work in harmony with Microsoft s Outlook contact management program e Initial Setup Click the Configuration but
27. Strata CIX Actions Exporting Actions Once an action has been designed exporting the action is recommended to provide a backup copy as well as a file that can be copied to other Strata Call Managers To export an action you will need to be in the Add Edit Action screen and click the Show Test button to reveal the testing parameters and the Export Action button Pressing Export Action copies the details of the action into a special file named xx ACI where xx is a number assigned by the software corresponding to the action number i e 2 ACl This file is exported into the user s application data folder typically C Documents and Settings lt user name gt Local Settings Application Data Toshiba Strata Call Manager In order to identify the file more easily you may want to user Explorer to rename that file to something more appropriate i e PLAYBELL ACI When renaming an action file always limit the file name to 8 characters prior to the ACI extension This file can then be copied to another PC to give a copy of the action to another user of Strata Call Manager Leaving a copy in this folder provides a backup copy of the action That will be then be loaded at startup if that action were deleted in the Actions List see Importing Actions below for more details Note When exporting an action if a file with that name already exists an error message will occur and the action will not be copied when this occurs you will need to u
28. TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Drag and Drop MS Excel file In Microsoft Excel it is quite easy to create and keep a list of desired contacts and add them into the power dialer In MS Excel simple create a spreadsheet with at least two columns Name and Phone number as shown in the following example El Microsoft Excel Book2 la File Edit View Insert Format Tools Data Window Help a x De Oe SQe amp m 212 dy mos gt jp zr Se3 e x 84 E A A gt Oc Jq ee E O e ee R 1 Name Phone Account CTS 4804969040 23 ABC inteconnect 505 555 1234 10072 CA Jones Phones 212 451 1111 20908 Phones Are Us 402 661 2467 10072 6 9 Ee 4r bl Sheeti EN Then simply use Save As and save the file as a Text Tab delimited file as shown in the following window Note The CSV comma delimited format can also be used Save in 3 My Documents My Pictures _ My Webs _ Retrospect Catalogs File name My Contacts txt Places Save as ype Text Tab delimited Ext Cancel My Network Then in windows explorer simple drag this file into the power dialer window and all the contacts will be immediately added to the power dialer list of calls Strata Call Manager UG 09 10 TOSHIBA 133 Strata CIX Using Companion Applications Note Alternatively if you save this file from MS Excel directly into the
29. Window and select a Hangup Hangup or press the Hangup Hot Key F12 Note Strata Call Manager must have focus for the key to work Holding Calls To Place Call on Hold U talking with a caller click the hold button to place call on as Hold or right click on the call in the Call View Window and select Hold from the menu To Retrieve Call e To re connect a held call click the hold button again or press the answer button or double click on the held call in the Call View Window or right click on the held call and select Answer from the menu Transferring Using Transfer Button Calls While talking with a caller click the transfer button to get i intercom dial tone ME or right click on the call in the Call View Window and select Transfer 2 Using the keyboard enter the number to transfer the caller to press Enter when done or use the on screen dial pad and dial the number Once the system recognizes a valid number the call will proceed automatically Using Drag and Drop e While talking with a caller use the mouse to drag and drop the call from the Calls Window onto a DSS button for immediate transfer to another station or use the mouse to drag and drop the call from the LCD display window onto a DSS button for immediate transfer to another station Strata Call Manager UG 09 10 TOSHIBA 13 Strata CIX Using Strata Call Manager Features 14 Call Forwarding To Set Call Forwarding 1 Click the FWD Off bu
30. a r eae eedentagen 42 Chapter 4 Buttons Programmable BUWONS seinere n a mata a idas 43 User Programmable Keys suraki e a a a aes 44 TOMEK ea a N E N A ER 44 EOS Wap IK CVS naaa a O 44 TO COPY TIS KEY itate o ai dicte 44 A e A O 45 Chapter 5 Actions CAI AS o a e ia ho ab o es id tees 51 E A A Cet eas la 52 q A q Po eee ese Mater 52 OG NANO to Fl siekrauneeslu dees el alerenatel atacand sald uaa mead durin net bau anne ial ud tunaimelle truce biveream tials 53 Eo MO queens sameeren cnr eens 5 a Te er men Sony aera Deere enya 53 MINIMIZA ssh cee Sei ees eek acetal eal wie eu Nel hee alu aac aus anttaad 54 Modify Call Into MAN current tia 54 Play WAV A eee a hee enor ental 55 Pop External Web Bro WS siii A ld 55 Pob termal Web Browser ai a E 56 e A E 57 FPODUP PRONE SGIO esana a a E a dai 58 Rumano I FOC UNA eie A A A 58 Send DDE Md ia 59 Se a Keystrokes to a Frog Maida ibas 60 Sel Phone DONOEDIS WTO sica tds 62 Sel Phone Status ME a dd 63 Sel OMe F OL WARING a 63 nS SRT O A ee ee 64 Transiter Gal rta is tada 65 PACHON Elle E AP A A tas 66 o o Pr ce eee ne eee cr 66 SE a atsactmcdumnelneeetuna beats acesaands ane a 68 EXOOMING MACON Suena criada dia S 69 A tate mitre eno E E nr ne 0 Sor ee 69 ES SUMING ACION stance a a 70 TOSHIBA Strata Call Manager UG 09 10 Contents Chapter 6 Personal Call Handler Chapter 6 Personal Call Handler Creating Personal Call Handling RUIe S cccccccecccec
31. administrator for the name to use e Password Enter an optional password for protecting the connection when needed e Extension Enter the extension number of the phone this Strata Call Manager is monitoring for call information e Hostname Enter the name of the Server PC where Net Server resides Use Remote Access Port Check this box only when connecting remotely through the Internet When connected locally through your LAN do not check this box TOSHIBA 33 Strata CIX Preferences 34 Diagnostic Logging Uplink Clicking this button enables the Debug utility and have it show on the Main Menu under Settings as well as provide an easy utility for sending all the important information about Strata Call Manager to assist Technical Support to help diagnose any problems when necessary e Show Advanced Menu Place a check in the box to enable the Tool tab Advanced menu option This needs to be enabled to capture events or show call information when Strata Call Manager is operating Note The statement TAPI SPI Logging DISABLED is the normal indication and is provided to show Tech Support of the status of this device Tech Support will provide specific instructions for turning on this setting e Uplink Debug Files Button Click this button to access the screen for creating a site name a contact for the file transfer and the changing of any options for reporting a problem e Site Name Before u
32. called you 3 Right click on the line with the person to call and select Call Now or double click on the line with the person to call Using Speed Dial User Button e Click on a User Programmable button that has been programmed as a Speed Dial button The call will proceed immediately Typically the longest ringing calls are answered first but calls can be answered in any order with a click of the button To Answer Oldest Call e While a call is ringing click the Answer button or double click on the top call in the Calls View Window Answer or press the Answer Hot Key F9 Note Strata Call Manager must have focus for the key to work To Answer Calls in Any Order e Double click on the selected call in the Calls View Window TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Strata Call Manager Features To Answer a Call while Talking Call Waiting e While on an existing conversation another call may ring The existing call can be placed on hold and the ringing call answered e While talking on an existing call and another call rings in not marked Campon click the Answer button or double click on the ringing call in the Calls View Window or press the Answer Hot Key F9 Note Strata Call Manager must have focus for the key to work Hang Up Hanging Up or Disconnecting Calls e When the call is completed click the hangup button to disconnect the call or right click on the call in the Call View
33. can be changed to meet your needs Strata Call Manager UG 09 10 TOSHIBA 27 Strata CIX Preferences Defining a Local Dialing Each area of the US uses a different set of rules for determining which calls Plan are local calls or long distance For your area a good source for determining how to define your dialing plan use the opening pages of your phone book These pages generally define how to dial different areas and provide a listing of prefix codes for the local calling areas Three typical examples are 1 Phoenix AZ all calls within the 602 480 and 623 area codes are considered to be local calls while all calls outside those area codes are considered long distance 2 Santa Fe NM calls to some office codes within the 505 area code are considered to be local calls while other calls to the 505 area code are considered long distance 3 Atlanta GA all calls to area codes 770 are considered to be local calls while some calls to the 404 and 678 area codes are also considered to be local calls If you chose to use the Local Dialing Plan you need to create a dialing plan If you chose SERVER Dial Plan then you should check with your System Administrator if you have questions Setup Dialing Plan Calling Within My Home rea Code 5 x My Home Area Code is 602 Change Dialing Rules LOCAL calls Local Long Distance o i 2 i All Calls in my Area Code Ca
34. currently defined actions and options that you can Add Copy Edit Test or Delete Pressing the Add Copy or Edit Test buttons takes you to a screen for creating or editing an action The types of actions that can be created are defined below When actions are copied created or edited those changes are stored in the compiled actions file NET _PHN acs If this file is lost for some reason and Strata Call Manager is restarted all actions will revert to the individual actions stored in the User s Local Settings Strata Call Manager folder Thus it is wise to save new actions by exporting the action for backup see Exporting Actions on page 69 and Importing Actions on page 69 09 10 TOSHIBA 51 Strata CIX Actions Attach Account Code Export Call Info 92 This action attaches an account code to the active call This account code is passed to other applications such as Insight or TASKE Contact a Add Edit Action Attach Acct Code Account Type Atach Acct Code Save Cancel Show Test Account Enter an accounting number to be associated with this call This action is used to export call information to another program like the CTI Call Handler in order to keep its Call Info Database current When this action is triggered it will Popup an Export Call Info screen allowing the user to fill in any missing call information typically the Main Listed Phone before they press SAV
35. defines settings that are available and can be changed by the user to meet their needs e Chapter 4 Buttons shows how to use and add delete or edit button and button banks e Chapter 5 Actions includes instructions for setting up various actions e Chapter 6 Personal Call Handler explains all the details regarding this feature e Chapter 7 Using Microsoft Outlook explains the interactions between Strata Call Manager and MS Outlook e Chapter 8 Using Companion Applications explains how to use applications such as Contacts History ACD Viewer Chat Dialer Buttons and Web Browser Conventions Conventions Description Elaborates specific items or references other information Within some Note tables general notes apply to the entire table and numbered notes apply to specific items Important Calls attention to important instructions or information Press to answer a call to the Extension Number Each station can have multiple extension buttons Incoming calls ring the extension button s from the top down For example station 10 s extensions ring 10 1 first then 10 2 10 3 and 10 4 A station is considered busy when all extensions are being used Extension Number said EE Note The naming convention for DKT assignments within Toshiba is Directory Numbers For clarity and ease of understanding the terms Extension Number and Phantom Extension Number will be used in this document in lieu of PDN and Ph
36. dialers and the phone This information is shown on the main screen similar to the following ACD History Chat Contacts Browser Dialer Buttons 1 Buttons 2 Butt 4 p 8 Setup Reset Q Enabled V AddCall C Phone Status Time Status Phone Name Subject Account Last Resu 10206 Main Screen Fly out Fly in button is used dock the window back to the main screen of Strata Call Manager or if its already docked to hide it inside the main screen e Setup Brings up the Dialer configuration screen e Reset button Puts Dialer back to its initial state e Enabled Checkbox This is the checkbox in the toolbar This box indicates whether the dialer is enabled This allows the user to easily Enable Start or Disable Stop the entire dialer function For example if you need to take a break to do some paperwork you could simply disable the power dialer until you re ready to start making calls again e Add Call Click the Add Call button to place a dialer call The AddDialer box displays e Phone Status this shows whether the phone is idle busy in Do Not Disturb etc e Calls Display Area this area shows the list of calls that have been placed or have yet to be placed details below e Column Headers these show what information is contained in each column Using your mouse you can resize and reposition these headers to customize your viewing area 128 TOSHIBA Strata Call
37. down list for the message that appears in the upper line of the phone s display e Custom 2nd Line Optionally enter a second line to display on the lower line of the phone s display message Note Action Variables may be used including the time variable plus x minutes to set a current time plus 60 minutes in the example above TOSHIBA Strata Call Manager UG 09 10 Strata CIX Actions Set Phone Status This action works much the same as Set Phone Do Not Disturb except it does Message not change the phone s DND status and the message only appears within Strata Call Manager and the DSS keys on other users of Strata Call Manager E Add Edit Action Name Set Phone Status Message Type Set Phone Status Message Save Cancel Show Test Choose Status Message out TO LUNCH Custom nd Line Return amp U 30 e Choose DND Message Select from the available messages in the drop down list for the message that appears in the upper line of the phone s display e Custom 2nd Line Optionally enter a second line to display on the lower line of the phone s display message Note Action Variables may be used including the time variable plus x minutes to set a current time plus 60 minutes in the example above Set Phone This action changes the Call Forwarding setting of the phone in the PBX for Forwarding _ the prime DN of the phone The action can determine the type of forwarding
38. e Always on Top Use this option to keep Strata Call Manager on top of all other programs This makes it easily accessible e Low Profile Enabling this option makes the Strata Call Manager very thin in the Streamlined Mode by eliminating the Option Buttons on the bottom of the screen e Mobile User some users travel with a laptop PC from desktop to desktop each time using the Strata Call Manager with a different PBX extension This Mobile User option will pop up a Login screen each time Strata Call Manager is started so that they can log into the appropriate PBX phone extension e Disable Ribbon Key Tips When this box is unchecked pressing ALT while using SCM will popup the ribbon KeyTips which allow you to access any tool with a few keystrokes When checked KeyTips will be disabled allowing you to use the ALT key without them popping up Call History Enable Call Logging To have Strata Call Manager collect and display Call History Call Logging must be enabled 22 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Preferences Call Types Once Call Logging is enabled a choice needs to be made to log All Intercom Only or Outside Only calls e Sound File Enter the path to the WAV file to be played Use the Browse button when needed to search for the path to the sound file Audible Message Waiting An audible sound can be played when the Message Waiting indication turns on The sound played can
39. including ACD Viewer Buttons History Contacts Chat Dialer and Web Browser The companion applications are docked in the lower panel of the Strata Call Manager screen and are accessed using the tabs Users may also undock the companion applications and place them anywhere on the desktop Use the Fly Out In button to dock and undock the companion application with Strata Call Manager To bring all the companion application back go to Preferences gt Revert The Contacts and History applications have a function called grouping To group and ungroup drag a column header to the bar above the column headers then drag back to ungroup The Wheel icon in each of the companion applications tab is for set up functions It changes depending on the application you are in The Companion applications have their own toolbars Some of the icons on the tool bars may appear in more than one application tooloar and some may only specific to an application The table below describes the various icon visible on the toolbars Table 1 Companion Application Tabs Toolbar Icons Fly in Fly out icon Available in all applications This is used to dock or undock the application setup Available in all applications Clicking this icon brings up the appro priate setup dialog box to configure the appropriate application Export Available in Contacts and History Export the listing using either a CSV Text pdf and Excel formats Print Calls
40. next to the status icon Other things you can do to a queue via right click menu include Chat Broadcast Send a broadcast chat message to all agents and supervisors in the queue Enable Queue Enable the queue 24x7 if currently disabled Supervisor only Disable Queue Disable the queue if it is currently enabled Supervisor only Use Schedule Enable the queue using the Schedule for the queue Supervisor only The schedule days times are setup in Strata ACD Expanded View When you want to see more detailed information on an ACD queue you can change to the expanded view As mentioned previously to expand the information on an ACD group simply click on the Plus sign in the status LED or right click the group and select Expand menu In this view you see a more detailed view of 1 Calls in the queue 2 other Agents and Supervisors in the group and 3 your own status 1 The Calls line shows the current number of Active and Waiting calls in queue as well as how long the longest call has been waiting displayed as LCW for Longest Call Waiting 2 The Agents line shows how many total agents are in the ACD Group as well as a breakdown showing the number of Idle Busy Unavailable and Logged Off agents By clicking on the Plus sign you can further expand the view to show each agent s ID Name and Status Plus the status of each Supervisor is also shown in this list Right click on an agen
41. or one of its autho rized dealers does not replace or repair such parts the retail customer s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty 30 days after such malfunction whichever first occurs Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct special indirect consequential or exemplary damages for breach of contract tort or otherwise Under no circum stances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning To obtain service under this warranty the retail customer must bring the malfunction of the machine to the atten tion of one of TAIS authorized dealers within the applicable warranty period and no later than thirty 30 days after such malfunction whichever first occurs Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time results in the customer being not entitled to warranty service THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS INC OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY ALL OTHER WARRANTIES EXPRESS OR IMPLIED INCLUDING THE WARRANTIES OF MERCHANTABILITY FITNESS FOR A PARTICUL
42. pressed use EC The code EC will send the characters Ec instead of EC and E C will send the characters eC To specify repeating keys use the form key number you must put a space between key and number For example LEFT 42 means press the Left Arrow key 42 times h 10 means press h 10 times Note Keystrokes cannot be sent to an application that is not designed to run in Microsoft Windows MS DOS programs even in a DOS window nor can the Print Screen PRTSC key be sent to any application This action sets the phone s Do Not Disturb feature in the telephone system requires the system to support this feature via OAI link and sets a reason for this status This reason message displays on the phone s display as well as appearing on Strata Call Manager and the DSS keys of other users of Strata Call Manager a Add Edit Action x Mame DND Message Set DND on Set Phone Do Not Disturb C Match Phone s DMD f My Phone Type f This Message My Secondary Set Phone Do Not Disturb gave Cancel Show Test IN MEETING UNTIL a Custom nd Line 20 60 e DND Message The normal is to use the message defined below but can be created to provide the same message as provided on the phone e Set DND On Choose the device for which this action is to apply the primary phone or the secondary phone e Choose DND Message Select from the available messages in the drop
43. set forth above You will not remove or change any proprietary notices contained in or on the Software The Software is protected under US patent copyright trade secret and or other proprietary laws as well as international treaties Any transfer use or copying of the software in violation of the License Agreement constitutes copyright infringement You are hereby on notice that any transfer use or copying of the Software in violation of this License Agreement constitutes a willful infringement of copyright 3 No Reverse Engineering You agree that you will not attempt and if you employ employees or engage contractors you will use your best efforts to prevent your employees and contractors from attempting to reverse compile reverse engineer modify translate or disassemble the Software in whole or in part Any failure to comply with the above or any other terms and conditions contained herein will result in the automatic termination of this license and the reversion of the rights granted hereunder back to TAIS 4 Limited Warranty THE SOFTWARE IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW TAIS AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE EITHER EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE WARRANTY OF NON INFRINGEMENT OF THIRD PARTY RIGHTS THE WARRANTY OF YEAR 2000 COMPLIANCE AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURP
44. to work fine when you test it from this screen but doesn t seem to work properly when the action is used by the Call Handler you may want to open the Main Menu Icon gt Setup gt Advanced gt Show Events screen see your System Administrator if you do not have the Advance menu item to see what is actually occurring when that action is being used a Add Edit Action x Mame Abandoned Calls Log Filename Bui Type C Documents and Settings jgreen Local 5 Log Info to File Log String Save N 2 lt P__Abandoned Cancel Cone Testing Test Values Test Results zp 4804969040 zen 7 Joe Blow Il za 624321 Export Action 70 TOSHIBA Strata Call Manager UG 09 10 Personal Call Handler This powerful feature of Strata Call Manager allows you to create Call Handling Rules to automatically take actions when certain events occur and specific conditions are true That is you create a rule so that 1 when an Event occurs and 2 if certain conditions are true and then 3 perform specific Actions Following are a few examples of what you can accomplish with these Rules e When an Outside call with CallerlD rings and I m not on another call popup Microsoft Outlook and lookup the caller info in the database e Whenever answer a call without CallerlD automatically present a screen so can type in the caller info for that call e Whenever dial a call automatically presen
45. will be dialed exactly how the user dialed them unchanged by Strata Call Manager e Use Local Dial Plan When this option is selected the user dials an outside phone number the number will be analyzed according the dial plan and the number will be automatically modified add 1 for Long distance etc before Strata Call Manager dials it Use the Change Plan button to view and or change the settings of the dial plan e Use SERVER Dial Plan When this option is selected the dial plan that is configured on the NET Server will be used as the dial plan You can press the Check Plan button to bring up the Server Dial Plan Tester screen that allows you to enter a Test Phone Number and see how tt will be dialed It is the responsibility of the System Administrator to setup and maintain the server dial plan a Server Dial Plan Testor Test Phone Number Result Phone Number 02496901 5 Test Result Information Done Dialer When the Dialer option is installed two action buttons can be defined for use with the Dialer These user defined buttons can appear on both the Ready to Dial and the Results screens used with the Dialer e Ready to Dial Enable the Action button and select the Action to be performed when the button is pressed Optionally the label can be changed to meet your needs e Call Results Enable the Action button and select the Action to be performed when the button is pressed Optionally the label
46. will see the following ACD Help Request Ed Presently no supervisors are available to provide help Okay Strata Call Manager UG 09 10 TOSHIBA 107 Strata CIX Using Companion Applications Chat 108 Chat Operation Using Chat Messaging The Strata Call Manager Chat program allows Strata Call Manager users connected to the Net Server to interactively have chat conversations This is an integrated text messaging function that lets you communicate with other Strata Call Manager users using text messaging calls even while you re busy on the phone This program works as a companion program with Strata Call Manager to allow workers in the enterprise to communicate using real time text based communications with others Using Strata Call Manager Chat you can have individual conversations with anyone else on the sever with the same feature installed Chat can also be used to send a broadcast message to an individual or to an entire group A broadcast message is a one time message that will appear on the recipient s Chat window The primary function of Strata Call Manager Chat is to allow you to place and receive chat calls and conduct one on one chat conversations with other chat users in your company Chat also contains some features that may make Chat more user friendly in certain applications These include a Do Not Disturb changing the quick send text buttons and the ability to form groups of users for broadcast m
47. work under every configuration with any or all of the various models of the Toshiba Strata CIX Toshiba does not endorse warrant nor assume any liability in connection with such third party products or services If you have questions about compatibility we recommend and encourage you to contact the third party software hardware and peripheral product manufacturer directly Contents Introduction Organiza aio icons V CONV SIMI ONS asnon a E cn er cava adit ie ate wiles V Related Documents Medias a randuseteeae ne lenesaee vi Chapter 1 The Grand Tour Mic E o A anseccdentesseanty 2 Te COMDACE Me Wins di io 2 EXD aC VIS W cs A 5 SCKECN DOCK VIEWS io 6 Strata Call Manager Main Menu cccccccccccseceecseeeceeeeeeceeseeeeeeeeseeeeesseaeeeeeeeeeeeessaaeeeeeseeeeeessaaeeeeeeas 6 O 7 Quick Access Toolbar QAT ooocccnnnnnnncinnninnnncnnnccnncnnnnnnonononnnnnononnnnnonnnnnononnnnononnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnns 7 NOV POS ar NA 7 A E AN 7 TE SIDE WVINGOW SA det dei tate 8 cal Aande Mode nr ia 8 BUtONS MOGE Ween ment ert re ee an NR ON 8 Companion Application WiINGOWS cccccssecceceeeeeeeeeeeeeeeseeeeeeeseeeeesseeeeeeesegeeeesseeeeessaaeeesseeeessaageeeeeaas 9 A A eo On eee ee ee ee 9 Chapter 2 Using Strata Call Manager Features Galiana Feature S sr AS 11 Makina Outgoing Gallos ci 11 ANWEN GUS isaac N a e NAER 12 Hang UD N r 13 HOMO AAA A a a sate ane cee eauas aad ocean eis aac 13 raniste ming Call E A A A
48. 09 10 TOSHIBA 15 Strata CIX Using Strata Call Manager Features 16 Viewing Extra Call Information Strata Call Manager has the ability to attach retain and display extra information taken on a call This could include information input by an IVR added attached information by the Call Router attached from a database or added by any user who handled the call This information is retained with the call as it is transferred about in the phone system The following Call Info icons are displayed in the Calls window or LCD Display to indicate the presence of additional information The icon changes color depending upon the information available a No call information attached to this call fe Normal call information attached to this call e a At least one field of priority call information is attached To View Call Information Right click the Call Info icon a on the right side of the Call key for the desired call This window can contain many different fields depending on your configuration and the call information attached Note These windows can automatically popup whenever a new call arrives by using the Popup Call Info Screen action in the Personal Call Handler a Standard Call Info x Phone Numbe1336200 NamejReisha ts Account DID Namef C2181621021 lt none PWD Xfr From 154351 0000 Cancel Outlook New Contact Lookup Add Journal Divert Call To mail Box TOSHIBA Str
49. 9495551 212 Name Toshibal Save Cancel Account E Show Test j e Information Type Select either Standard Info or Extra Info The Standard Info option supports updating the information in the Strata CIX system when supported by the Strata CIX The Extra Info option can enter or change any field for this call Standard Info Phone Number Enter a phone number to be used as the Caller ID number for this call This replaces an existing number or adds a number if blank e Name Enter a name for the caller to be used as the Caller ID name This replaces an existing name or adds a name if blank e Account Enter an account code for the call This replaces an existing number or adds a number if blank 54 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Actions Extra Info a Add Edit Action _ information Type Modify Call Information Standard Into Extra Into Types lt Modify Call Information Field Name PREFAGENT Value 2007 Save Cancel Show Test e Field Name Enter the name of the field to be changed This name must match exactly the field name including uppercase and lowercase syntax For example a user may want to create User Programmable Keys identifying the Preferred Agent for the call prior to transferring the call into a queue The Field Name would be entered as PREFAGENT The value would be the agent s ID code e Value Enter the valu
50. A E eae 13 cal FOWAO ssania lidia 14 Status Messages and DND ii e sal 15 Viewing Extra Cal noi a a a a 16 Gall Genter ESAS a A A A ee a 18 E o 0 ue ead a a aa R 18 CHANGING Agnes ardido 19 Chapter 3 Preferences A A eee ee cee eee 21 GOS A IS O A O 22 A OE 26 DOI Tabs ita as 31 Advanced A A A 32 Setting Up Hot Key Dialing amp POPUD siisi oanien a aa aoii eaa iaa EEEN 35 Strata Call Manager UG 09 10 TOSHIBA i Contents Chapter 4 Buttons Selina SHOMCUTING YS wera da hates a 35 Ao o AA A A A Eo no A T 36 A cis eeemuince ts Megane oem ced areca tea Plate eaeedt ete eg tuted ueeaaseuiea tae 37 Saving Creating New Deleting SKINS ooccccccocnccncononnnnconononnnonancnnnononnnnononncnnnonnnnnnnnnnnrnnronannrnnnnnanennos 37 TRES KIM Edo aia 38 LCD Background and Text Colors occcooocnncccccncnncccccnncononcnnnonononnnonanennnnnnnnnnnnnnnrnnnnnnrnnnonnnnnnnnnnnrnnnnnnnas 38 INSERM your Logo Moneo Na ovine Blt iuerteda reorder irreenivancutahiv tian dients 39 Changing Call Windows Appearance ooocccnccccccnnccnnccncoonnnnnnnnnonnnnnonnnnnnenonononnnnnnnnnnnnnnnrnnnnnnnnnnennnnnnnnas 39 Changing the Button ACD Button AppearanCe ccoocccnccccccccccnnnccnnnoncnnnnnnnnnnnnnnnononannnnnnnonannnennnnnonanenss 39 A A A O E sete cnet tte atacescaemsaiasaed 40 TABS 2 a g 6 Cs o otras 41 PGs MO itt Si cece hana E E E OA 41 Update Tabu A r E 41 CICS EE S AE EREE ETE ATE AASE PEE EA EPE E EE AT TEE ATE 42 PAC VC Pnr e e a
51. AR PURPOSE AND FITNESS FOR USE ARE EXCLUDED No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty No such modifi cation or extension is effective unless it is in writing and signed by the Vice President and General Manager Tele communication Systems Division WARRANTIES FOR NON TOSHIBA BRANDED THIRD PARTY PRODUCTS A valuable element of Toshiba s product strategy is to offer our customers a complete product portfolio To provide this value to our customers at the most optimal prices we offer both Toshiba branded and third party manufactured products that support our Toshiba Strata CIX product portfolio Similar to other resellers of software hardware and peripherals these third party manufactured products carry warranties independent of our Toshiba limited warranty provided with our Toshiba branded products Customers should note that third party manufacturer warranties vary from product to product and are covered by the warranties provided through the original manufacturer and passed on intact to the purchaser by Toshiba Customers should consult their product documentation for third party warranty information specific to third party products More information may also be available in some cases from the manufacturer s public website While Toshiba offers a wide selection of software hardware and peripheral products we do not specifically test or guarantee that the third party products we offer
52. CIX Using Companion Applications Adding Action An optional user defined button can appear on both the Ready to Dial and Buttons to Ready to the Results screens in Dialer To setup these buttons go to the Strata Call Dial and Results Manager main menu select Setup then Preferences go into the Dialing Tab Screens Under the Dialer enable either or both of the Action buttons and select the Action to be performed when the button is pressed Optionally the label can be changed to meet your needs Press Save to keep your new settings a Setup Preferences X Dialing Trunk Access Code 8 Home rea Code 480 Dialing Dutside Numbers C Dial same as User Dialed C Use Local Dial Plan Use SERVER Dial Plan Check Plan Power Dialer MW Enable Action button on Heady to Dial screen L abel Lookup Action Screen Pop Dutlook W Enable Action button on Call Results screen Label Lookup Action amen Pop Outloo Save Cancel Advanced Topics Import File format ASCII text files can be easily imported by the power dialer as long as the file format is as follows e One record per line with the following fields e Name Required must be non blank e Phone Required must have a minimum of 4 digits can have punctuation i e 480 496 9040 e Account code Optional e Subject Optional e Date Optional if not provided Today is assumed e Time Optional
53. DN Strata CIX Arial Bold Represents telephone buttons Shows a multiple PC keyboard or telephone button entry Entries without spaces between them show a simultaneous entry Example Delete Enter Entries with spaces between them show a sequential entry Example 5 Tilde Means through Example 350 640 Hz frequency range Grey words within the printed text denote cross references In the electronic version of this document Library CD ROM or FYI Internet download cross references appear in blue hypertext See Figure 10 Related Note Some documents listed here may appear in different versions on the Documents Media CD ROM or in print To find the most current version check the version date in the Publication Information on the back of the document s title page Refer to the following for more information e Strata Call Manager System Administrator Manual e Strata Call Manager On line Help vi TOSHIBA Strata Call Manager UG 09 10 The Grand Tour 1 The Strata Call Manager works with Net Server to provide a powerful PC Phone to enhance productivity for telephone users The Strata Call Manager is designed to run on a PC with Microsoft Windows XP Windows Vista Windows Server 2003 Windows Server 2008 or Windows 7 operating systems connected to a standard TCP IP network with the Net Server The Net Server must be installed with the proper software license s for Strata Call Manager to operate co
54. Do Not Disturb Feature Enter a check mark in the box to enable the Do Not Disturb option This option allows you to block incoming Chat messages and returns a DND message that you specify to the caller e Show Offline Users in lt lt Everyone gt gt Check default setting to show both online and offline users in the lt lt Everyone gt gt group Remove the checkmark to only show online users Save Setting e Save As Local Machine Data Click to enable this option if the settings are to apply to all users of this PC e Save As Current User Data Click to enable this option if the settings are unique for each user of this PC TOSHIBA 121 Strata CIX Using Companion Applications 122 Logging Tab Interfacing with Other Programs The logging tab window is used to enable the logging of all conversations to a file and define how the file is to be named Log Conversations to a File C Auto Logging Enabled Log Filename Cato Note if desired use d for date t for time or u for username in the above filename to create unique filenames Log Silent Message Conversations To a File Auto Logging Enabled Enter a check mark in the box to log all Chat conversations to a file If you do not wish to log the conversations to a file take the checkmark out of this box View Log Button Click the View Log button to view your current log file Log Filename Enter a file name or click on Browse
55. E to export the information to the centralized database a Add Edit Action Export to File f Path amp Filename y FE IMP Export Call Info Type Export Call Info Cancel Show Test e Path Filename Enter the complete path name for writing the exported file or browse to find the path TOSHIBA Strata Call Manager UG 09 10 Strata CIX Actions Log Infoto File This action writes a string of information to a text file This can be used to make a Call log like personal SMDR and or to trigger actions in other programs A wide range of call and system variables see Action Variables on page 66 may be used to create the information to be written into the file a Add Edit Action Log Info to File Log Filename Browse Type lication Data Toshiba StrataCalManagerCallLog tet Log Info to File Log String lt Y Dt T5 38 E 6H 10N 3560 Save Cancel Show Test e Log Filename Enter the complete path name of the file to log the information Use the Browse button to find the file name when needed e Log String Create the string defining the content to be written into the file The above example created the following entries into the file CallsLog txt Note The number of characters sent for the name variable was limited to the first 10 characters 10N which truncated the names in the file to the first 10 characters See Action Variables on page 66 for
56. H HENRY TRAN BST HUGH LE Katz Yamaguchi TOSHIBA Number 102521 102522 102523 102524 102525 102526 102527 102528 102529 102530 102531 102532 102644 10276 10277 102800 102801 102802 a a Strata Call Manager UG 09 10 To use view Presence Status The Presence status shows the status of users such as Idle Busy etc Strata Call Manager UG 09 10 Strata CIX Using Companion Applications ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt Z AS NJ asm Ya Directories CIS Directory My Groups RC Group System Groups Name Number 103161 DAVID FRIDLEY 104126 DENNIS BALL 103712 Eric Abing 133510 GWEN NORTH 10379 HENRY TRAN 152368 HUGH LE 102723 Katz Yamaguchi 133351 Type Station Station Station Station Station Station Station Presence Status Status Message Chat Idle Idle Busy In Meeting Global Online 3 Idle Online idie 3 idie ide In Meeting Updat Online gt Ww e Right click the member to start Chat or call the person through Strata Call Manager The binocular icon on the top left provides menus such as Sort or Icon view as well as Help TOSHIBA 93 Strata CIX Using Companion Applications History 94 i ig 0 gt Strata Call Manager automatically creates a log of calls dialed and received on the local telephone extension This Call History provides the user wit
57. Manager UG 09 10 Drag and Drop Files Send Whiteboards as Email Save Whiteboards Save As Whiteboards Setup Strata CIX Using Companion Applications Files can be shared using the Whiteboards A file such as a JPG file can be dragged onto the White Board window and the image will display on the other s shared window Also other files can also be shared such as Word documents These files will be shared and require an appropriate application on the other PC to open that file For example if Word is running on the other PC the Word document will open on the other PC The user will be capable of using the Pen Tool to mark areas on the document when viewing the White Board screen To make changes on the document requires switching to Word editing the document saving the file and then sending the edited copy back to the originator Using this tool opens your e mail service on your PC takes a snapshot of the Whiteboards including all pen marks and attaches the image as a JPG file to the new e mail message You then can address the e mail create a subject and type a message to go along with the attached file Using this tool causes a snapshot of the Whiteboards to be saved as a JPG file The screen opens to a Save window to allow you to choose the file name and location for the file to be saved The default location is under your Documents and Settings lt user name gt Local Settings Application Data Toshiba Strat
58. OSE THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR FREE HOWEVER TAIS WARRANTS THAT ANY MEDIA ON WHICH THE SOFTWARE IS FURNISHED IS FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE FOR APERIOD OF NINETY 90 DAYS FROM THE DATE OF DELIVERY TO YOU 5 Limitation Of Liability TAIS ENTIRE LIABILITY AND YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LICENSE AGREEMENT SHALL BE AT TAIS OPTION REPLACEMENT OF THE MEDIA OR REFUND OF THE PRICE PAID TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL SPECIAL INCIDENTAL OR INDIRECT DAMAGES FOR PERSONAL INJURY LOSS OF BUSINESS PROFITS BUSINESS INTERRUPTION LOSS OF BUSINESS INFORMATION DATA OR ANY OTHER PECUNIARY LOSS OF ANY KIND ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE EVEN IF TAIS OR ITS SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE FOR ANY CLAIM BY A THIRD PARTY 6 State Jurisdiction Laws SOME STATES JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT A
59. PPLY TO YOU THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE JURISDICTION TO STATE JURISDICTION 7 Export Laws This License Agreement involves products and or technical data that may be controlled under the United States Export Administration Regulations and may be subject to the approval of the United States Department of Commerce prior to export Any export directly or indirectly in contravention of the United States Export Administration Regulations or any other applicable law regulation or order is prohibited 8 Governing Law This License Agreement will be governed by the laws of the State of California United States of America excluding its conflict of law provisions 9 United States Government Restricted Rights The Software is provided with Restricted Rights The Software and other materials provided hereunder constitute Commercial Computer Software and Software Documentation and Technical Data related to Commercial Items Consistent with F A R 12 211 and 12 212 they are licensed to the U S Government under and the U S Government s rights therein are restricted pursuant to the vendor s commercial license 10 Severability If any provision of this License Agreement shall be held to be invalid illegal or unenforceable the validity legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired 11 No Waiver No waiver of any brea
60. Strata CIX The Grand Tour Expanded View In Expanded view the Strata Call Manager is enlarged beyond the compact view to provide the user with additional buttons indictors information to manage multiple simultaneous calls and to access many other features The follow describes the additional items in the Expanded view A amp 1 q TOSHIBA Strtalal Manager 2 EX gt Home Actions Preferences Tools es 57 E 0 a Hold Qu FWwOOF Ef Speaker ws Transfer BBB DialPad ES DMD OFF Se volume Up AnSWer Fs Hanglip 4 Make Call 4 Volume Down Phone Audio 105021 10 11 AM Thu Dec 3 No Cale ie ae z mad E 0 l f p 0 y Ci DT 205 Chat DND ee TEE Viewer Buttons History Contacts Chat Dialer WebBrowser ag EH Group 10540 Queue 210540 Enabled until 05 00 Ft Group 777 Queue s777 Enabled 2487 H 889 Queue 889 Enabled 2447 e Streamline Button Used to change Strata Call Manager back to its Compact view e Calls Window This window displays that status and associated information for each active phone call on the phone Thus you can easily view and manage multiple phone calls Right click the mouse on any call to view a menu of options for handling the call like Hold Transfer to Voice Mail Hang Up etc e Call Info Indicators on the right side of the Call Window is a Call Info Indicator
61. Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Format of the DDE Other programs can be setup to send DDE commands to trigger actions in Command Interface Chat to perform a set of functions The basic format for this DDE command is as follows e Application Name MSGPOP e Topic SYSTEM DDE Execute String lt Command gt Command 1 Opena Chat Format CALLEXT Ext Msg_Type Message Send_Option where IAS e CALLEXT The command name Extension Number e Ext the extension number of the person to chat with If you leave this blank the main Chat window will pop up and allow you to manually select the person e Msg_ Type leave blank future feature e Message Message to be sent When using Strata Call Manager call and system variables can be used in the message e Send Option or C e send message immediately e C or blank type message into user buffer but wait for user to press SEND Example The user sits at the front door and acts as the receptionist and needs to inform people when someone is waiting in the lobby 1 In Strata Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter CALLEXT Your visitor is waiting in the Lobby NoteNo extension was specified to allow the person to choose whom the message is to be sent E Add Edit Action x Mame
62. TO S in BA Telecommunication Systems Division Leading Innovation gt gt gt Strata cix Strata Call Manager User Guide September 2010 Publication Information Toshiba America Information Systems Inc Telecommunication Systems Division Publication Information Toshiba America Information Systems Inc Telecommunication Systems Division reserves the right without prior notice to revise this information publication for any reason including but not limited to utilization of new advances in the state of technical arts or to simply change the design of this document Further Toshiba America Information Systems Inc Telecommunication Systems Division also reserves the right without prior notice to make such changes in equipment design or components as engineering or manufacturing methods may warrant CIX SCM UG VB Version B 1 September 2010 Our mission to publish accurate complete and user accessible documentation At the time of printing the information in this document was as accurate and current as was reasonably possible However in the time required to print and distribute this manual additions corrections or other changes may have been made To view the latest version of this or other documents refer to the Toshiba FYI web site Toshiba America Information Systems shall not be liable for any commercial losses loss of revenues or profits loss of goodwill inconvenience or exemplary special incidental
63. X Actions _ Variable Information _ _ The Extra Call Info screen allows you to configure a button for each Call Info field This variable V contains the value of that Call Info field for use when defining an Action trigger Contains 1 if Outlook Link found a match in Outlook Con tains 0 if Outlook Link did not find a match or was not active X name Extra Call Info Field i e X Notes The name of the field must be in double quotations For a list of field names in your system go to Preferences gt General Tab gt Extra Info button Add and use the pull down list for fields available on your sys tem YY Contains the Outlook Unique Identifier if Outlook Link found a matching record in Outlook Call Status Ringing Talking etc Note Insert x following the character to restrict the variable value to the first x or leftmost characters Insert x to restrict the variable value to the last x or rightmost characters For example to pass the first 8 characters of the Calling Party Name enter 8N To send the last 4 digits of the Calling Phone Number enter 4P Strata Call Manager UG 09 10 TOSHIBA 67 Strata CIX Actions System Variables Strata Call Manager also uses System Variables for Action parameter strings such as Date and Time They can also provide some control over text logging actions with Carriage Return Line Feed Tab and Random Numbers for
64. a Call Manager The Chat application Setup menu provides access to the Whiteboards Preferences screen in the Features tab Highlighting The Whiteboards Preferences screen defines a default Pen Width and Color to be used when Whiteboards session is opened During a communication session these can be changed at will as described above Chat Setup Messages Response Buttons Features Logging Features Allow others to push URL to me Enable Uo hot Diab iaire Show offline users in Everyone folder C Do not take focus from other applications whiteboard Whiteboard Default Highlighting Preferences Pen Width Medium Y Color EE Magenta Settings Save Location Current user Strata Call Manager UG 09 10 TOSHIBA 117 Strata CIX Using Companion Applications Configuring Chat Setup 118 You configure Chat by making parameter choices in the Setup dialog box You can make Chat integrate with other applications including your soft phone by using the DDE Interface commands These are defined in the Interfacing with Other Programs on page 122 section later Examples are provided for using these commands with Strata Call Manager are also included To set up your preferences click the Setup button Messages Tab These settings define the arrival responses provided for incoming and broadcast messages Chat Setup On Incoming Message Dismiss new popup window after _30 seconds of n
65. ager the name from the Contact will be automatically attached to the phone call for display on the LCD the Call Key SMDR etc Incoming Calls Using the Personal Call Handler you can set up a rule s to automatically run the Lookup In Outlook action This action will then lookup the phone number in Outlook and depending on how your action is configured will pop open a Contact and or a Journal a Add Edit Action x Mame ls creen Pop Outlook Lookup in OUTLOOK database re Exact Match o NO Matches Type e Pop User Options e Pop User Options Open Contact Add New Contact IL kup In Outlook patio lt Add Journal Add Journal Save If Duplicate Hatches Cancel Show Test Display Choices Note If you setup a rule to trigger on When Ringing you may NOT want to have the action automatically open a Contact or Journal because it will do this for every matching call whether you are present or not So if while you re away from your desk you have missed 20 outside calls that rang on your phone you could have 20 different Contact screens and 20 Journal screens popped up on your PC screen A better alternative is to have your When Ringing trigger use Pop User Options instead of the Open Contact or Add Contact or Add Journal options Now when a call is ringing on your phone a small User Options window will pop up showing the Contacts that match the phone number if any as well as buttons that let
66. ailable Additional Call Center features are possible using User Programmable buttons Click the ACD Log button to open the ACD Login Logout window 2 ACD Login Logout by Agent 1D xX LOGGED In to LOGGED Out of Group Agent ID GFOUp Supervisor Iv Take Calls Done Note The right list box shows available groups for the identified agent number The left list box shows groups currently logged into To Log Into or Out Of one or more groups 1 Highlight the group name s in the right hand box and click lt lt Log In If your Agent ID is listed as a Supervisor then the Supervisor Take Calls check box will be offered on your screen Placing a check in this box will log you in to take calls for the group s selected when lt lt Log In was pressed 2 Click Done when finished 3 The ACD Key will display the number of ACD groups the extension is logged into and the total number of ACD groups you are a member To Log Out 1 Highlight the group name s in the left hand box and click the gt gt Log Out button 2 Click Done when finished TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Strata Call Manager Features Changing Agent 1 Click the ACD Status button The following ACD Agent Status window will Status appear ACD Agent Status x My Agent Status In Wrapup Finish Werap UP Make Unavailable Unavailable To Make Agent Unavailable 1 Use pull down list and choose a rea
67. ata Call Manager UG 09 10 Strata CIX Using Strata Call Manager Features To Add or Change Information 1 With the Call Info window open place the cursor into the box to be changed and use the keyboard to add or erase information Note The ability to add or change information is controlled by Preferences gt General gt Extra Info settings 2 Click the Update button to save the new information Once changed other programs will use this information For example the call is being screened and transferred into an ACD queue the caller could define a Preferred Agent by entering an agent s ID into the Preferred Agent Information field When the call is transferred this information is available to be used by the ACD application To Copy Call Information to Another Application With the Call Info window open click the Copy button to place that specific information on the Windows clipboard for pasting into another program For example the user may need to use the Customer number to look up the status of an order Clicking Copy and switching to the other program and pasting into the appropriate field allows for a fast lookup Strata Call Manager UG 09 10 TOSHIBA 17 Strata CIX Using Strata Call Manager Features Call Center Features Logging In or Out 18 The ACD actions can be used to Log In Log Out to from ACD groups Going temporarily unavailable and an ability to end wrap times can be part of the features av
68. ation to a call The fields shown in this window are defined in Preferences General Tab see Extra Info Screen on page 23 al EC bee E Phone Number 4804969040 Notes Mame Joe Blow A Account PO DID Name lt none gt lt none gt FiDi Fr From RECFHAME FO Copy Cancel Modify Gall E Agent Hame Copy Outlook DAIS Number Copy Mew Contact Lookup Add Journal ACD Call Priority Co Sa Preferred Agent fo Copy Divert Call To Copy mail Box poo Update Standard Call Information window Extra Call Information window a Add Edit Action Mame Popup Info Screen Popup Call Info Screen Screen Type Type ge geeen Popup Call Info Screen Extra Info z E opup Info Screen Save Cancel When Show Test Always Any Info Attached Any Priority Info Screen Type Standard Info Extra Info Save Cancel Show Test e Popup Info Screen Type Choose either Standard Info or Extra Info When Extra Info is selected choose when the popup will occur Always Any Info Attached or Any Priority Info Strata Call Manager UG 09 10 TOSHIBA 57 Strata CIX Actions Popup Phone _ This action causes a popup Restore of the Strata Call Manager screen from Screen anicon Add Edit Action y x Mame Ph 5 SIZE Popup Phone Screen a a Last Size Used Type Small Popup Phone Screen Large Save Cancel Sho
69. ave a skin using a different name click the Save As icon A Skin Name dialog will display Enter the new skin name To Delete a Skin With the Skin loaded to be deleted click the Delete icon Click Yes in the dialog box to confirm the action The system should have at least one skin deleting the last skin will be rejected Strata Call Manager UG 09 10 TOSHIBA 37 Strata CIX Preferences The Skin Editor Set Background Color and 38 General Appearance LCD Background and Text Colors Start by Opening a Skin File or Creating a New File The design begins by loading an existing Skin File or starting with a new skin design See the procedures above TOSHIBA Strata Cal Manager x l Blue AA aax Mew me OffFicez007 Blue Create new skin Color Empty Sarre Save current settings Blend Color Save As E Sak Save the skin as ne Message Email the skin ority M essAage Send the skin as email Close Default Button Select the color scheme from the drop down menu On some color schemes i e Office2007 Blue Office2007 Black and Office2007 Silver you have the option to blend secondary colors to make a different color from the standard Office 2007 colors e Blend Color When this option is shown you can click the option to bring up a color palette dialog box to select the blend color Note The bend option is not available on some color schemes for example Red Planet does not have a b
70. be any WAV file of your choosing e Enable Sound Placing a check mark in the box enables playing a sound in the file shown Clicking the Test button will allow you to listen to the sound selected Extra Info Screen Each call may have additional information attached to the call that may be useful The Configuration button in the window accesses the screen for enabling this feature as well as choosing the extra information items to be displayed along with their properties shown below With the Extra Info Feature enabled this symbol appears with each call When the symbol is gray no information is present when cyan information is attached and when red high priority information is available e Extra Info Feature Provides for enabling or disabling this feature When disabled the Call Information icon will not appear with each call e Static Information Fields These fields will have a fixed area within the Call Notes window for the information to be displayed You have the ability to Add Change an existing or Remove any field a Extra Information Feature Extra Info Feature Static Info Fields Motes Enable Disable Add E Dynamic Info Fields Change C Show Always f Show if Non blank Remove C Never Show ln Add Change Field Ed Field Name CalledIDNum Save Description DNIS Number Cancel Field Type le Parameter C Long Text Priority Action Button
71. befauitColors Action Speed Dial Y 949 555 1212 e Sample Displays the appearance of the following selections e Key Label Type a label for the key e Back Color Choose the color of the key e Text Color Choose the text color to use for the key label e Default Colors Pressing this button will reset the colors of the key and text to the default for the skin used e Action Choose an action to be performed This selection will open additional settings corresponding to that action See the settings below for the different possible actions Strata Call Manager UG 09 10 TOSHIBA 45 Strata CIX Buttons 46 Feature Code Keys Speed Dial Keys Provides one button access to a Feature Code on the system You can include additional digits when appropriate The system used will determine access to the Feature Codes available For example to log into ACD Group x2000 you could set the Parameter to 326 2000 to work as a Log In key setup Key Sample ACD Log In Back Color Key Label ACD Log In __TextColor Color l gt Default Colors Action Feature Code J 3262000 Creates a speed dial key for one button dialing Strata Call Manager automatically inserts the Trunk Access Code when a Dial Plan has been specified making it unnecessary to enter this code in the speed dial number Speed Dial numbers can be any nu
72. ccess Preferences click on Preferences tab The settings in Preferences are divided between four tabs each defined below Note Depending on your configuration you may not be able to change the Preferences in which case you should check with your System Administrator TOSHIBA 21 Strata CIX Preferences General These settings control how Strata Call Manager interacts with other Windows based programs and how it should react when calls ring or are being dialed Extra Call Information can be enabled and content to be displayed defined as well as details for Microsoft Outlook Integration when used 4 Setup Preferences General Dialing Docking Advanced User Preferences Extra Info Screen lf Pop Up on Call Ringing J i Pop Up on Call being Dialed seca Always on Top Low Profile MobileUser Configuration Disable Ribbon Key Tips MS Outlook Integration Call History Audible Message Waiting if Enable Call Logging iW Enable Sound Test Call Types Sound File E All New Maill wav f Intercom only Outside only AE onl User Preferences Pop Upon Call Ringing Check this option if you d like your Strata Call Manager to automatically pop up when a call rings on your phone e Pop Up on Call being Dialed Check this option if you d like your Strata Call Manager to automatically pop up whenever a call is being dialed from another program via TAPI or DDE dialing or dialed via Hot Key dialing
73. ch of any provision of this License Agreement shall constitute a waiver of any prior concurrent or subsequent breach of the same or any other provisions hereof and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party 12 Supplier Software The Software may include certain software provided by TAIS suppliers In such event you agree that such supplier may be designated by TAIS as a third party beneficiary of TAIS with rights to enforce the Agreement with respect to supplier s software YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS YOU FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR AGREEMENT ORAL OR WRITTEN OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT Toshiba America Information Systems Inc Telecommunication Systems Division 5932 9740 Irvine Boulevard Irvine California 92618 1697 United States of America DSD 020905 Toshiba America Information Systems Inc Telecommunication Systems Division End User Limited Warranty Toshiba America Information Systems Inc TAIS warrants that this telephone equipment manufactured by Toshiba except for fuses lamps and other consumables will upon delivery by TAIS or an authorized TAIS dea
74. consumes minimal screen space but still View provides the user with indictors information and buttons to effectively operate the phone This view is most effective when users handle one call at a time or have very little available screen space Below is a sample view and information about the various parts of Strata Call Manager Main Menu Expand Button Button EAN 8 Home Actions Preferences Tools Su y Al x10502 1 10 11 AM Thu Dec 3 Viewer Buttons History Contacts Chat Dialer WebBrowser Companion Application tabs Note The button information below is independent of the compact or expanded view However the buttons that are visible in the compact view are explained first and the additional buttons are explained in the Expanded view section Main Menu Click this button to access Strata Call Manager configura tion menus and Help Minimize Button Hides Strata Call Manager into the system tray Double click on the Strata Call Manager icon shown right in the system tray to return the Strata Call Manager to the screen Maximize Button Used to change the phone to from its Compact view and its Expanded view 2 TOSHIBA Strata Call Manager UG 09 10 Strata CIX The Grand Tour Tabs Home Actions The tabs control various functions and settings Preferences Tools e Home has some of the basic telephone functions such as Make Call Answer Hold Transfer Hangup Forward DND On Of
75. ct your graphic file in the dialog box e Click on Application Menu option to change application menu logo Browse to select your graphic file in the dialog box Set the Call Window Colors and Font Right click on any call window area to show menu options e Change background color e Change text color e Change font Reset You can change default button colors and font and change colors of ACD status buttons Default button By clicking the Default button you can revert to the default setting of any button when it is initialized or reset Right click on the default button to show menu options e Change background color e Change text color e Change font e Reset Clicking the reset button resets the colors and font to the default values for buttons that have not be customized with different colors ACD status buttons Select the ACD status button and right click to bring menu options e Change background color e Change text color e Reset Click this button to reset to the default colors for the specific ACD status e Click Hide Colors when done Finish by Saving your Design e Use the Save or Save As commands to save your design before exiting See above for details Strata Call Manager UG 09 10 TOSHIBA 39 Strata CIX Preferences Email skins To send the skin using email click on the email grg a S an skin button shown right A Microsoft Outlook S Ap Email the skin message dialog box displays
76. d whenever you dial a phone number that matches an Outlook Contact that contact will be popped only sometimes referred to as Reverse Screen Pop Add New Contact if No Match Found When enabled if no contact matches this phone number a New contact in Outlook will automatically pop Up Automatically Open a JOURNAL for each Call Using Outlook Journal entry makes it convenient to keep track of phone calls made or received and to takes notes while on a call By enabling this option a New Journal entry will be popped open whenever you make a call Also if the phone number exactly matches an Outlook Contact then this new Journal entry will be automatically associated with that Contact Automatically View the Contact s Web Page When enabled if the contact record contains a Web address for the caller this web page will pop up within the browser Incoming Screen Pop Use the Personal Call Handler feature to perform Outlook Screen Pops Calendar Enable appointment and reminder events from Outlook Calendar Outlook Phone Link With the Outlook Link application installed click the Setup button to access the Setup Configuration for Outlook Link For details on setting up Outlook Link see the Application Note Screen Pop Outlook TOSHIBA 25 Strata CIX Preferences 26 Dialing Tab Local Dialing Plan Click Preferences gt Dialing or Preferences gt General gt Dialing tab U
77. e lt Message OFF gt Set Phone Status Message a Custom 2nd Line Save Cancel Show Test Strata Call Manager UG 09 10 TOSHIBA 85 Strata CIX Using Microsoft Outlook 86 Create Personal Call Handler Rules The Final PCH Rules Two Personal Call Handler Rules will be needed both using the Outlook Calendar Appointment event which sends a message when an appointment starts and a second when it ends In this example want to trigger the setting of the DSS message for any Calendar Status to ensure all appointments are reflected and also for any Event Importance and any Subject These items are part of the appointment created in Outlook Calendar When this event triggers want to use the first Action that created which sets a message In Meeting and appends the Subject line to the message to be displayed F Add Change Handler Rule E x 1 Triggering Event When this happens Refer to this Rule as il utlook Calendar A ppointment Set DSS Message 2 Conditions If these Conditions are True 3 Actions Then take these Actions a Immediately Calendar Status Event Importance Any Any set Phone Status Message O Free Low Check Acti B Busy T Wormal ECE Coan Out of OFFice High b After lo Seconds subject amnes El i Any lt None gt Matches this Subject Check Action Add Action Delete Action Export Rule OK Cancel The second rule will trigg
78. e Cancel Program EXE Show Test Ic Goldmine GHW 32 exe e App Name Topic The application will specify both the application name and topic name used for making the communication link Follow the application note or that application s documentation for specifics Note The pipe character must separate the application name and topic name DDE Message Follow the application note or the application s documentation to define the message to be sent for that application The format and syntax is defined by that application e Run Program and Program EXE If the target program is NOT found to be running you can have the action attempt to automatically start the program Strata Call Manager UG 09 10 TOSHIBA 59 Strata CIX Actions 60 Send Keystrokes to This action provides a way to send keystrokes to another Windows program just as if the user typed them into that program This can be used for example to pop up another program whenever a call rings in Note Use this action carefully because when the action is triggered the keystrokes will be sent to the target program regardless of the state of that program i e even when the user is in the middle of some action in that program a Add Edit Action Mame App Tithe calls txt Notepad Send Keystrokes to a Program p Key Strokes Type z20R END Send Keystrokes to a Program W Run Program if Not running save Cancel Progra
79. e top of the screen for easy access You can add as many tools as you like If there are too many to fit on your bar the remaining ones will go into overflow In Compact mode the Answer Hang up and Dial Box tools are always available in the QAT These three cannot be removed but more tools can be added However you can change this configuration in Compact Docked mode if you wish 10200 07 302 5 42 PM Tue he 24 TOSHIBA its Lito jas cr e e a ct lO e pao Bess AA mmm ale Cigg ctu Pa gaii Compact Mode Quick Access Toolbar ap ba Bo TOSHIBA SratalalManager x Home Actions Ea Revert 5 if E Bd E General El Advanced Hal eat tae bt je Dialing E Hot Keys Update Tab Companion Docking 2 Docking x Delete Tab Config Entry Tab Settings Regular Mode To add tools to the QAT right click on an icon then select Add to Quick Access Toolbar To remove a tool from the QAT right click on the icon then select Remove from Quick Access Toolbar Any pop up menu tools such as Companion docking and color schemes cannot be added to the QAT Note Key Tips allow for easier keyboard navigation Each tool on the Ribbon has a KeyTip assigned to it which you can navigate with using your keyboard To begin press Alt Small boxes with letters inside appear over various tools on the ribbon To use that tool press the letter For example press Alt C to use the Compact button If the tool
80. e features that appear in the Setup Key window Some of the features listed are dependant upon Strata Call Manager System Administration settings such as the Auto Call Record Tracer Recording features which only appear when the System Administrator enables those items Others are dependant upon the PBX used by Strata Call Manager setup Key sample Stop Recording Back Color Key Label Stop Recording Action System PBX Command RECORDSTOP The commands that may be available will depend upon the PBX you are using Commands that may be available include PBX Call Control Auto Call Record Tracer Recording Answer Current call Start Record Conference Simulates pushing Conf Stop Record key Dial xxxxxx xxxx the number to Set Bookmark Msg dial Set Work Units Value An enhanced feature is available in User Defined Actions Strata Call Manager UG 09 10 TOSHIBA 47 Strata CIX Buttons User Defined Action Keys Customized features can be placed on keys by using User Defined Actions Actions that have been defined will be available in the pull down list setup Key Sample Minimize Phone Key Label Minimize Phone Action User Defined Actions 44 User Actions Minimize Phone Screen F Click to view the actions list to add edit actions To create a new action go to the User Actions section click the View Change action button on right shown above The following sc
81. e number you dialed outgoing or the CallerlD Number ANI incoming e Name The name of the person you called based on Outlook or who called you based on CallerlD e Dur The Duration or length of time the call spent on this Strata Call Manager extension in hours minutes and seconds This time does not include any time the call spent on any other extensions before or after being on this extension e Acct Code Shows the account code if any that was attached to this call Customers often use Account Codes to indicate something about the call such as the Customer ID the result code of the call i e order was placed needs follow up unable to reach party was busy etc This account code could have been attached to the call prior to reaching this phone or it could have been added or changed by you while it was on your extension Call History logs the current Account Code when the call leaves the Strata Call Manager extension TOSHIBA Strata Call Manager UG 09 10 Strata Call Manager UG Strata CIX Using Companion Applications e Type This can either be IC or CO indicating the type of call internal or external It also indicates the Station ACD Hunt Group Announcement AA and voicemail e Notes Shows the Notes that were taken during this call These Notes could have been attached to the call prior to reaching this phone and or they could have been added or changed by y
82. e to be used for this field Following the above example then the agent s ID code would be entered into this field Play WAV File This action will play a specified WAV file on the PC sound card a Add Edit Action Play Wav File Path amp Filename Type WHISTLE WAV Play a WAW file Browse _ Save Cancel Show Test e Path Filename Enter the complete path name for the WAV file to be played or browse to find the path of the file Blow Whistle Pop External Web This action sends a URL to the PC s default web browser run the web Browser browser if it isn t already running Works with Netscape Navigator and Microsoft Internet Explorer a Add Edit Action Pop External Web Browser URL 1 http iwww toshiba comMtaistad Toshiba Web Page Type Pop External Web Browser Cancel Show Test URL Enter the complete URL name for the Web site to be opened in your browser The URL can contain Action Variables to make the lookup use call information Strata Call Manager UG 09 10 TOSHIBA 55 Strata CIX Actions 96 Pop Internal Web Browser This action can be used to send a URL to the built in web browser of the Strata Call Manager when installed or can be used to create access to other companion application programs An example of using your Personal Call Handler to automatically open the Integrated Web Window whenever an outside call rings in to provide a script to f
83. ect the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards TOSHIBA Strata Call Manager UG 09 10 Strata Call Manager UG 09 10 Strata CIX Personal Call Handler ACD Call Ringing Happens whenever a call rings on the phone that is part of an ACD group ignores non ACD calls 2 Conditions If these Conditions are True Call Type Extra Info i Any f IC Only CallerID Name f Outside Only None Required Phone State Is Present Any Fidle f Is Missing Busy ona Call is This Value ACD Pilot Ext aana f Anv ACD Group accaunt stiles E A aE one regure Is This a Ae MeT ls Not This Is Missing Is This f Is Not This Call Type Select the call type for the ringing call Phone State Select the Phone State when the call arrives ACD Pilot Ext Select the pilot number the call is from For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerID Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of w
84. ection of the call to be triggered Caller ID Number Select a Caller ID number For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerID Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards TOSHIBA Strata Call Manager UG 09 10 Strata CIX Personal Call Handler e Call Disconnect Whenever a call leaves the phone whether the caller hung up or the call was transferred or forwarded 2 Conditions IF these Conditions are True Call Type Call was Answered f Any C IC Only i Doesn t Matter Outside Only Yes No Call Direction e Any Incoming Only C Outgoing Only e Call Type Select the call type for the ringing call e Call Direction Select the direction of the call to be triggered e Call was Answered Select whether the call was answered j Phone Software Startup 2 Conditions IF these Conditions are True Happens whenever the Strata Cal
85. ed or new rule e To Cancel Settings Click Cancel to exit without saving the settings e To Export Call Handler Rule Click the Export Rule to create a RUI file in the PC user s C Document and Settings Application Data Toshiba Strata Call Manager folder Each rule created can be saved as a file for backup purposes and copying to another PC to allow the same rule to be used by other users TOSHIBA Strata Call Manager UG 09 10 Strata CIX Personal Call Handler Export Rules Once a rule has been designed exporting the rule is recommended to provide a backup copy and that file can be copied to other Strata Call Managers To export a rule you will need to be in the Add Edit Rule screen and click the Export Rule button Pressing Export Rule copies the details of the rule into a special file named xx RUI where xx is a number assigned by the system corresponding to the rule number i e 2 ACI The file is exported into the user s application data folder typically C Documents and Settings lt user name gt Application Data Toshiba Strata Call Manager In order to identify the file more easily you may then want to user Explorer to rename that file to something more appropriate i e PLAYBELL RUI When renaming a rule file always limit the file name to 8 characters prior to the RUI extension This file can then be copied to another PC to give a copy of the rule to another user of the Strata Call Manager Leaving a cop
86. efault date is Today but any date can be entered or a Calendar button is provided to pick a date for the call Any time can be entered or any elapsed time frame can be entered The pull down list shows some common elapsed times for placing the call The call record will need to be enabled to be dialed at the appointed time AddlDialer Phone E Ca Il 949 555 1212 Terrie Green Date y Time When 11 19 2009 Info Status Enable Disable Save Cancel Methods for Adding Calls Often times you may want to add multiple calls from contact or call information that might be contained in other applications The Dialer provides a couple of ways to accomplish this Drag and Drop from MS Outlook If you are using Microsoft Outlook you can simply select one or more of your contacts in your Outlook Contacts database and simple use the mouse to drag them over and drop them on the power dials Calls Window Each contact will then be individually added to the power dialer allowing you to specify the date time of each call to be placed Drag and Drop from Strata Call Manager Call History Often times you may want to place a call to someone you ve called or who called you in the past Since the Strata Call Manager call history provides a complete list of all calls placed and received you can simply find the desired call in the call history and use the mouse to drag and drop a copy over to the power dialer window 132
87. elect what the button will do when pressed by choosing one of the following e Send Text will send a text string to the other party on the chat call e Push URL will send a URL to the other party on the Chat call and pop open a Web Browser window to that URL Send Text Type in the text message or URL you want to send when you click on this button Your text message can be any length in size Send Text Message Immediately Check the box if you are sending text and you would like to send it immediately without clicking on the Send button e Click OK to save the changes you have made to your Response Button 120 TOSHIBA Strata Call Manager UG 09 10 Features Tab Strata Call Manager UG 09 10 Strata CIX Using Companion Applications In the Features tab two features can be enabled and the location where the settings will be saved is specified Chat Setup Messages Response Buttons Features Logging Features Allow others to push URL to me Show offline users in Everyone folder C Do not take focus from other applications Whiteboard C Show shareboard initially Default Highlighting Pen Width Medium v Color E Magenta v Settings Save Location Local machine Current user Features e Allow Others to Push a URL to me Check to allow URL s to be pushed to this location by others When disabled other users cannot push a URL to open a browser window on your PC Enable
88. er only when the Appointment sends an indication of the Appointment be set to a Free status The action is to turn off the DSS message a Add Change Handler Rule y x l Triggering Event When this happens Refer to this Rule as Outlook Calendar Appointment Clear DSS Message Z Conditions IF these Conditions are True 3 Actions Then take these Actions a Immediately Calendar Status Event Importance C Any Any set Status Message Off e Free Low Check Acti C Busy Normal Socal amp Out of OF fice High b After lo Seconds Subject lt mone gt Ej e Ane None gt Matches this Subject Check Action Add Action Delete Action Export Rule OK Cancel The main thing is to ensure that the PCH rule to Clear DSS Message must follow Set DSS Message If not the Set DSS Message triggers on any Calendar Status including Free and the clear command would be followed by a command to set the message thus the message would never clear The final set of PCH rules should be in the order of items 3 and 4 in the PCH Rules screen TOSHIBA Strata Call Manager UG 09 10 Using Companion Applications Strata Call Manager provides a powerful open architecture that allows companion applications to add features and functions These companion applications are provided as tabs on the Main Screen Strata Call Manager ships with several companion applications
89. es To change the color of your display click the Color drop down and select either Blue Silver or Black Color icon la al ae f Silver Black Strata Call Manager UG 09 10 TOSHIBA 9 This page is intentionally left blank 2 Using Strata Call Manager Features This chapter defines how to use the Strata CIX features using Strata Call Manager Features included are Call Handling system Call Center and Microsoft Outlook features Personal Call Handler PCH rules can be created to respond and take actions on calls automatically or Programmable Buttons can be used for even easier access to many features Call Handling Call Handling features include how to dial answer hold transfer and hang up Features calls It also includes how to view the Extra Call Information when attached to a Call Making Outgoing Strata Call Manager supports a number of ways to place calls including open Calls architecture links to other programs or contact managers which can also be used to dial calls The following are some of the typical ways to place a call using Strata Call Manager Most of these functions are found on the Strata Call Manager Home tab Manual On screen Dialing 1 Click within the dial number box and enter the number from the keyboard shown below 2 Press Enter when done to start the number to be dialed ny 221 TOSHIBA siria lal Manager gt Home Actions Preferences Tools w Hold seq
90. essages This section defines how to place a call to another Chat user how to communicate with that person how to answer an incoming Chat communication and how to send Broadcast messages e To Access Chat Click the Chat tab on Strata Call Manager The following screen will display ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt Group Mame Extension Status fe Everyone 9 Julie Glidewell 106801 Online 2 katz 133351 133351 Online Be Larry Meyer 103680 Offline 2 42 Es 3 Mauve Watson 106810 Online i Mike Patton 103782 Online ES Nestor Voip 132600 Offline 11 5_ K Pete Ambriz 103399 Online A Rodney Roeber 103091 Offline z TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications To Place a Chat Call ha Choose whom to send a message to by expanding a group in the main Chat window If someone has logged out of Strata Call Manager Chat the icon will appear in gray and it will show Off Line and the date and time they went off line You cannot place a chat call to someone who is off line The offline time is the last known offline time If SCM was not running and a user went offline the offline time will not show Note If you do not want to receive a Chat response you can send a 2 Broadcast Message You can receive a response to a broadcast by selecting the Give Chat Back option in the broadcast dialog Double click on the person w
91. f Actions contains the tools to create copy edit test and delete user defined actions Preferences contains General configuration Hot Keys Dialing and Docking It also has tab settings such as Add Update Delete and Revert Tools contains calls and events information Icons on the Right L to R Toggles compact and expanded mode color Zz BN 23 scheme voice message indicator open personal call han AA Exe bl dler These functions are explained below or in other chapters Information LCD Dis This window simulates a phone LCD and provides differ play ent types of information depending on current status If your phone is idle it shows the date time Extension num ber and current Name While a call is active on your phone it shows information about the call Duration Call erlD or Name if present When a call is active in the win dow right click on the LCD to access to popup a menu of call control options Message Wait This indicator blinks a Red light above the envelop icon ing Indicator shown left when you have messages waiting Side Window Rollout Press this button to show a side window that has addi Button tional programmable buttons Companion Application A number of optional companion programs can be config ured to add significant functionality to the Strata Call Man ager Each Companion Application is docked in the pane at the bottom of Strata Call Manager to provide easy access t
92. f urgent message and leave blank if normal message e Message The text message to be sent Timeout The number of seconds for popup to expire If left blank it will be set to the default of 60 seconds Example The Tech Support Manager schedules Group Meetings with his Staff He wants to use Outlook to schedule the meeting and use the Outlook Reminder to send a Chat Broadcast to his group a few minutes before the meeting 1 In Chat a Personal Group is created containing the members of lt Tech Support gt 2 In Strata Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM 126 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications In DDE Message enter ONESHOT lt Tech Support gt H Group Meeting at 8U 15 60 a Add Edit Action M App Name Topic MSGPOPISYSTEM Group Meeting Broadcast sek DDE Message KEE ONESHOT lt Tech Support Group Meetin Send DDE Msg Run Program if Mot running Save Program EXE Cancel Show Test 3 In Strata Call Manager creates a Personal Call Handler Rule to trigger when a Calendar Reminder event occurs and the Subject matches Group Meeting This trigger will result in the action Group Meeting Broadcast to be taken The assumption is the Outlook meeting reminder is provided 15 minutes prior to the scheduled meeting a Add Change Handle
93. ference when operated in a commercial environment Operation of this equipment in a residential area is likely to cause interference in which case the user at his her own expense will be required to take whatever measures may be required to correct the interference TOSHIBA AMERICA INFORMATION SYSTEMS INC TAIS Telecommunication Systems Division License Agreement IMPORTANT THIS LICENSE AGREEMENT AGREEMENT IS A LEGAL AGREEMENT BETWEEN YOU YOU AND TAIS CAREFULLY READ THIS LICENSE AGREEMENT USE OF ANY SOFTWARE OR ANY RELATED INFORMATION COLLECTIVELY SOFTWARE INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER IF YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT DO NOT INSTALL COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU OBTAINED IT INACCORDANCE WITH APPLICABLE RETURN POLICIES EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS THIS SOFTWARE IS LICENSED FOR DISTRIBUTION THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END USERS PURSUANT TO THIS LICENSE AGREEMENT 1 License Grant The Software is not sold it is licensed upon payment of applicable charges TAIS grants to you a personal non transferable and non exclusive right to use the copy of the Software provided under this License Agreement Yo
94. file names Note Many System Variables duplicate the Action Variables to provide increased compatibility with legacy applications and 3rd Party Application Notes Variable Information O PBX Call ID Pexe ooo c 8D ser the Date in format mwad F amp G Agent ID AD A a pea o Calling Phone Number hyphenated type 2 Insert the Date and or time in user specified format i e amp Nhh mm ss AM PM amp Insert the Time in format HH MM 24 hour clock Insert the Time in US format H MM AM PM Call Type IC or CO IC Intercom call CO Outside call Insert a Tab Character nsert a Percent character nsert an Ampersand amp character Note amp T and amp U variables accept a relative addition of time in the format amp U 30 results in the current time plus 30 minutes The number of minutes must be within single quotation marks Example A Set Phone Status Message action can be specified selecting the OUT TO LUNCH message and a second line of UNTIL amp U 30 If this action is used at 11 55 AM then the resulting message on Strata Call Manager is OUT TO LUNCH UNTIL 12 25 PM Examples for Text Reader Announcer Speak Reminder SPEAK Reminder OR SUBJ Startino Z OR DIFF 8V1 8V2 Speak Appointment SPEAK Appointment 0C SUBJ Starting Now 8V1 8V2 Announce Call CA T amp F N H 8V1 8V2 68 TOSHIBA Strata Call Manager UG 09 10
95. g phone numbers or feature codes from other programs Some examples include e Drag a Contact from Microsoft Outlook to a key to create a Speed Dial button e Drag a call from the Call History to create a Speed Dial button e Drag an entry from the Contacts application to create a Speed Dial button TOSHIBA Strata Call Manager UG 09 10 Actions Creating Actions Strata Call Manager UG You can define powerful actions that can be used with both the Personal Call Handler and under the Programmable Keys These actions can be as simple as playing a WAV file to as powerful as sending a specific DDE message to another programs to Screen Pop a database When defining a new action it s usually a good idea to test the action to make sure it works correctly The screens for creating actions also provide a testing facility to make this testing easy Note Depending on your configuration you may not be able to change the User Defined Actions in which case you should check with your System Administrator The Creating of Actions can be done by going to the Actions tab A amp A TOSHIBA trata Cal Manager gt Home Actions Preferences Tools Actions List 18 Screen Pop ACT 2000 Bb New Action Screen Pop ACT 2005 2009 Screen Pop ACT 4 Chat DND Ot Chat DND Cn Screen Pop GoldMine cH Copy Action Waag Restore Goldmine Screen Pop HEAT Call History Under the Actions List a the drop down shows a listing of
96. h a valuable log of his or her phone calls Viewer Buttons History Contacts Chat gt Dialer WwebBrowser lt Y GB Calls 159 In amp Dal Incoming Outgoing Missed Pa e Buttons Year Day Time Phone Mame Dur Acct i O 2009 11 23 Mon 09 24 10204 DT 204 00 00 16 Ip 2009 11 23 Mon 09 24 10302 00 07 09 SO 2009 11 23 Mon 09 24 10204 DT 204 00 00 25 2009 11723 Mon 09 43 10203 00 19 17 2009 11 23 Mon 11 03 10204 DT 204 00 00 17 E 2009 11723 Mon 11 04 10302 00 01 08 O 2009 11 23 Mon 11 04 00 00 28 sr e Pages Buttons In addition to the other toolbar icons you can use the First Page Previous Page Next Page and Last Page icons buttons to navigate between the various pages Call History creates Pages when the call log exceeds a certain number of Call records to improve performance The Last page contains the most recent calls e Call Information Each call in the call history appears as one line in the Call Display area The column headers indicate what information is shown in each column e Column 1 Icons Indicates whether or not a call is an incoming call or outgoing call arrow pointing right incoming arrow pointing left outgoing and the call is answered or not Green answered pink not answered e Year Day Time Shows the date and time that the call completed not started This column also includes the day of week for the first call of each day e Phone the phon
97. hat Copies the Chat group Delete Available in Chat Deletes a chat group Broadcast to a selected chat group Available in Chat Sends out a broad cast message to members in a group Refer to To Send a Broadcast Mes sage on page 111 for more details 88 TOSHIBA Strata Call Manager UG 09 10 Contacts Sorting Entries Searching Entries CIX Directory Strata CIX Using Companion Applications The Contacts companion application tab has Directories Presence status and Speed Dial combined The Contacts tab lists current phone directories Phone directories will include CIX Directory created by default and any personal directories that you create Click on a column header to sort the entries using that column Click the same column header again to reverse the sort from ascending to descending or vice versa A small light colored arrow in the column header indicates the current column used for sorting Press the Search button next to the Filter icon to go into search mode Above each column is a search area in which to type search criteria All the entries that match the search criteria will be shown while the rest are hidden The default search method is Starts with where only entries starting with the same letters as the search criteria will be shown Other search methods are available and can be accessed with the button to the left of the search area ACD Viewer History Chat Con
98. he box if you need to dial a leading 1 before the number for calls within your Home Area Code e Dial Area Code Plus the Number Check the box when the home area code is also to be dialed Strata Call Manager UG 09 10 TOSHIBA 29 Strata CIX Preferences Calling Outside My Home Any calls outside your Home Area Code LOCAL calls Select either Area Code None or Only Calls to These Area Office Codes 30 e Local Area Office Codes This entry is only presented when you chose Only Call to These Area Office Codes in the previous step The pull down listing shows the codes area code plus prefix codes that are considered to be a local call from your location Click the C button to display the Change Dial Rules screen To Add Local Area Prefix Codes Enter the six digit area prefix code and click Add The wild card character can be entered at the end of a prefix code entry to represent a range of codes For example 602 would represent all prefix codes in area code 602 To Delete Local Area Prefix Codes Highlight a prefix entry and click Delete button The delete button removes the entire entry from the list thus if the entry has a wild card then it removes all codes represented by the wild card To Delete a Specific Area Prefix Code To delete one prefix code that is part of a range of codes entered using a wild card character enter the prefix code to be considered not local in the Long Distance bo
99. heckmark in the Play Sound box to hear a sound over the speakers on your PC when a status is met Use the Browse button to browse to a specific wav file Use the test button to hear the selected sound Enter a checkmark in the box if you d like to Show the ACD Viewer if it is hidden on your screen when a Status is met This will bring the Strata Call Manager and the ACD Viewer to the forefront of your screen ACD Viewer Setup Motif wher Escalating to Urgent status Red Ea Show ACD Viewer if itis hidden gt Escalating to Waring status Yellow Play sound ACD_Wamingwev A Show ACD Viewer if it is hidden Escalating to Active status Green Play sound acd Activen LG Show ACD Viewer if it is hidden Save Cancel Click Save to save all changes 102 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications SCM LCD In some cases you may want to keep the ACD viewer hidden but have it send messages to the LCD display of the Strata Call Manager to show the ACD queues status This is often very useful when the Strata Call Manager is docked to the screen and you want to conserve screen space for use by other applications Thus ACD Viewer can be configured to send Low Medium High priority messages to scroll along the 2nd line of the Strata Call Manager LCD display ACD Viewer Setup ws Urgent Status Red Display Message Urgent ACD 2G 0 Calls Waiting Lew L O Warming Sta
100. hus if you want to sort by name click the Name column header to sort by phone number click the Phone column header and so forth Click the AddCall button to place a dialer call The following screen displays AddDialer Phone Call 949 555 1212 Terrie Green Date When 11 19 2009 Info Status Enable Disable Save Cancel In the Date and Time drop down are used to set the date and time of your call You also have a choice of selecting Today and Now to place a call immediately Calls in the list that are enabled will automatically pop up a screen for the user indicating that it is time to place the call This screen is Ready to Dial screen The screen will contain the information entered into the list about the caller and if the optional User defined Action button is enabled then pressing this key can cause more information to be available about the party or trigger one of a number of other functions The user has the choice of Call Now or Later If later is chosen then you will be asked for a new time after which the call will return to the list Pressing Cancel will disable the call before returning the call to the list Click here to place call to Dan Pollind at 3161 AN OX TOSHIBA Strata Call Manager UG 09 10 Results W Strata CIX Using Companion Applications hen the call is completed a Results dialog box appears shown below The status of the call can be changed
101. ify Call Information or Field Value Attach Acct Code action TRANSFER Recommend using Transfer Call action RECORDBKMAKR Substitute your bookmark text for Text Text RECORDSTOP Recording Option When Recording is active on Strata Call Manager ACD Option When ACD is available on some PBXs ACD HELP SET WORKUNITS TOSHIBA Strata Call Manager UG 09 10 Transfer Call Strata Call Manager UG 09 10 Strata CIX Actions This action causes the active call to be transferred to another phone directly to a specific Voice mailbox or to an outside phone number i e 9 4969040 a Add Edit Action x MENE Transfer Call T fer Call ransfer Ca lt m YPE Transfer Call Mbox Save Cancel Show Test Transfer To Enter an extension number or outside number to be called Transfer Mbox Enter a mailbox number if going to a Voice Mail number TOSHIBA 65 Strata CIX Actions Action Variables Strata Call Manager uses variables to provide information to actions Strata Call Manager replaces the variable token code with the appropriate value when the action executes For example P becomes 4804969040 when you receive a call from Toshiba Call Variables Refer to the table below for call variables and their values Variable Information Account Number Call Direction In or Out DNIS Called Name DNIS DID Number E This Strata Call Manager
102. ildcards Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards TOSHIBA 17 Strata CIX Personal Call Handler e Status is Idle Whenever the station is idle and the DND button is toggled or whenever an ACD agent ends wrap up time and becomes available to take a call 2 Conditions IF these Conditions are True Do Not Disturb Status Only Idle when DND is On i DNC is GFF amp DND is On or OFF ACD Agent Status Only Idle when M Wrap up is Completed and Agent is Available e Do Not Disturb Status Select whether the station is to be considered idle when the DND Status is e ACD Agent Status Check the box to trigger when an agent goes idle after completing the wrap up e Change in DND Status Whenever the DND or message status change takes place the message set is checked to see if it matches the defined conditions 2 Conditions IF these Conditions are True Do Not Disturb Change fe On or OFF Turned OFF Turned On Turned On with Message Msg Begins with Affected Phone My Phone cc My Secondary Extension e Do Not Disturb Change Select the DND Status change to cause the trigger For the item with a message to match enter the beginning characters of the message See Like Ma
103. is a container type tool such as a Ribbon Tab Drop down menu or the Application menu pressing the associated KeyTip will show the KeyTips of tools in that container From there you can press another KeyTip to use a tool in that container or press Escape to return up one level showing the keytips from before For example press Alt A to transfer to the Actions ribbon tab then press N to launch the New Action dialog box If you want a tool to be available without having to navigate the ribbon you can add it to the Quick Access Toolbar Tools on the QAT respond to Alt 1 Alt 2 etc Note SCM also has Hot Keys for dialing and popping up to quickly answer calls which can be set in Preferences gt Hot Keys 09 10 TOSHIBA 7 Strata CIX The Grand Tour The Side Window Screen Call Handler Mode Buttons Mode Click the Side Window button on the main screen to cause the side window to appear just to the right side of the main window or below when the main window is docked The side window provides access to the Personal Call Handler window and additional programmable buttons can also be reached This window is docked to the side of the main window You can move the side window around the screen but whenever the main window is moved the side window will move with it And likewise whenever the main window is minimized into the system tray or restored the side window will move with it Strata Call Ma
104. is sales representatives he could use this feature to send a message to the Sales Group telling them there is an important meeting in 15 minutes in the conference room 1 To initiate a broadcast message double click on any group name in the Chat Window and click on the Broadcast icon or Right click on any group name and select Send Broadcast Note Personal group lists will appear within single brackets e g lt My Sales Group gt and system groups lists will appear within double brackets e g lt lt All Sales People gt gt FT TS A a FX Group a Reisha s group 5 Field Enga Delete Copy Add 2 Enter a message into the Message box Strata Call Manager UG 09 10 TOSHIBA 111 Strata CIX Using Companion Applications 3 Define the Urgency Normal or Urgent for the message delivery BroadcastForm To Fleld Eng v Send Urgency Destination Options 5 Normal Cl Give Chat Back option O Urgent Timeout _30 Secs When Normal is selected the Broadcast message is sent to your recipient s in black text and when Urgent is selected the text is in red shown below Broadcast message from WD Freshour i This is a Broadcast Message with Normal Urgency Received 17 11 2009 9 54 52 AM Received 17 11 2009 9 52 36 AM 4 Define the Destination Options e Acheckmark in the Timeout default choice will display the message for the number of seconds defined in the time box default i
105. ith whom you wish to converse or Right click and choose Chat Call from the menu This will bring up a Silent Message Conversation window which is used to send and receive messages opening a chat conversation Chat can only be between two users You cannot have a multi way chat more than two users You can have multiple two way chat conversations To Answer a Chat Call 1 Strata Call Manager UG 09 10 A Silent Message Conversation window will automatically pop up showing who is calling you and a sound will play based upon your Preference Settings You must respond within 30 seconds to this message or the caller will get a message User did not respond However the 30 seconds setting is configurable Ongoing conversations follow those described in To Send a Text Messageand Options During a Chat Conversation TOSHIBA 109 Strata CIX Using Companion Applications To Send a Text Message 1 Press a pre programmed Response button or Type the message into the text box at the bottom of the window and press either the Send button or the Enter key on your keyboard shown below ES Daniel e x10206 Silent Message Conversation AE File Edit View Chat Chat Box 08 38 Danny Hello 08 38 Daniel Hello Toi o ias Conversation with Damel 10206 on 11 17 2009 Options During a Chat Conversation Several options are available to the user when right clicking within the conversation window to open a menu of op
106. keys 1 In Strata Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter DND OFF a Add Edit Action Mame App M T ic ST TNT pp Namel Topic MSGPOPISYSTEM DDE Message Trke DND OFF Send DDE Msg Run Program if Not running nave Program EXE Cancel Show Test 2 In Strata Call Manager create another User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter DND ON In Meeting Until amp U 60 Note We are using the same time parameter used for setting Strata Call Managers DND which uses another User Defined Action that also includes amp U 60 to set the time to 60 minutes from now a Add Edit Action Pame j App Mame Topic TEETE PP Top MSGPOPISYSTEM lt a DDE Message Ype DND ON In Meeting Until amp U 60 Send DDE Msg Run Program if Not running Save Program EXE AAA Cancel Show Test Strata Call Manager UG 09 10 TOSHIBA 125 Strata CIX Using Companion Applications 3 In Strata Call Manager create two Personal Call Handler Rules to trigger when the DND status changes causing Chat DND to follow Strata Call Manager s DND status The two rules are shown below a Add Change Handler Rule 3 l x a Add Change Handler Rule l A 1 Triggering Event When this happens Refe
107. king drop down list While a companion window is docked with the main window whenever the main window Is moved the companion window will move with it And likewise whenever the main window is minimized into the system tray or restored the companion window s moves with it When companion windows are undocked they float separately from the main window and can be moved and resized separately Use the Fly out Fly in icon shown right to dock and undock companion applications All companion applications can dock to the top bottom left or right side of the desktop When docked the companion applications can be arranged in various configurations vertically horizontally pinned unpinned To dock a Companion Application window to one of these edges first undock the window from the main window Then drag the companion application window until one edge overlaps the screen s edge When you release the mouse the application will dock to that edge You can drag multiple application windows to the same edge to place them ina shared dock This will allow you to resize each window by dragging the splitter bars or move it to a different position in the dock by dragging the application titlebar to various interior edges of the dock The More Buttons companion application changes configuration to show in a single vertical column when docked to allow a thin docked area which preserves screen area The Strata Call Manager has three color schem
108. l Manager software starts up and is in full operation with the PBX e Phone SoftwareShutdown Happens whenever Strata Call Manager software is shutdown using a normal Exit Strata Call Manager UG 09 10 TOSHIBA 75 Strata CIX Personal Call Handler 76 FWDed XFRed Call Ringing Whenever a call rings on the phone that has been either Forwarded or Transferred from another extension 2 Conditions IF these Conditions are True Call Type Extra Info Any IC Only CallerID Mame Outside Only f None Required Phone State Is Present any C If Idle Is Missing Busy on a Call Is This value PADFARA Ext HE Any Mumber Account Code Is This f None Required C Any Number Is Not This Fs Missing Is This Is Mot This Call Type Select the call type for the ringing call Phone State Select the Phone State when the call arrives FWD XFR Ext Select the extension number the call is from For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerID Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Account Code Sel
109. ld of the call Last Result If the call has been placed and it is either successfully completed or will try again later this field shows what happened on the last attempt The user chooses these result values after each call is completed e Completed e Busy e Left a Message e No Answer e Wrong Number When you have selected an entry in the Calls you can change the entry by simply double clicking on the desired entry However if you right click on the entry additional menu options will appear to show other functions you may want to perform 09 10 e Call Now immediately place this call This can be used even if the power dialer has been disabled e Edit Allows you to Add Change Delete and Copy individual entries Entries can also be added using drag and drop and or importing as described in the Adding Calls to the Dialer on page 132 e Lookup in Outlook lookup this number in Microsoft Outlook and open the matching contact e Print Listing print a listing of all entries shown in the calls window The position and width of the columns can be changed to format the printout as desired TOSHIBA 129 Strata CIX Using Companion Applications Sorting Entries Dialer Operation Ready to Dial 130 To sort the entries simply click on the column header by which you desire the sort to occur Click the same column header again and it will switch the sort from ascending to descending or vice versa T
110. lend option and it will not display on the menu e Clear Blend Color Click this option to clear selected blend color The LCD Display reflects the current status of the phone and offers two lines The background color and the top and bottom line text can be chosen for your display Messages that appear on the bottom line can have three different colors depending upon the priority of the text being displayed The priority is determined by your settings in the Extra Call Information configuration These settings can be found in Preferences tab gt General gt Extra Call Information Right click on the LCD area to bring up the menu options e Change background color e Change Top Line Text color e Change High Priority Text Color e Change Medium Priority Text Color TOSHIBA Strata Call Manager UG 09 10 Insert your Logo into the Skin Changing Call Windows Appearance Changing the Button ACD Button Appearance Strata CIX Preferences e Change Low Priority Text Color e Change Font e Reset You can choose a graphic different from the default logo that may be used for display in the title line of the SCM display and application menu logo The Skin Editor provides a series of default graphics and allows for using png jpg gif or bmp formatted graphics as well The graphic size should not be larger than 22 x 224 pixels to fit within the available space e Click the Title Bar option to change Title Bar logo Browse to sele
111. ler to a retail customer in new condition be free from defects in material and workmanship for twenty four 24 months after delivery except as otherwise provided by TAIS in the TAIS warranty accompanying the products or posted on TAIS s website Products which are not manufactured by Toshiba but are purchased from Toshiba will be subject to the warranty provisions provided by the equipment manufacturer unless TAIS notifies the end user of any additional warranty provisions in writing This warranty is void a if the equipment is used under other than normal use and maintenance conditions b if the equipment is modified or altered unless the modification or alteration is expressly authorized by TAIS c if the equipment is subject to abuse neglect lightning electrical fault or accident d if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer e if the equipment s serial number is defaced or miss ing or f if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality design or performance The sole obligation of TAIS or Toshiba Corporation under this warranty or under any other legal obligation with respect to the equipment is the repair or replacement of such defective or missing parts as are causing the malfunc tion by TAIS or its authorized dealer with new or refurbished parts at their option If TAIS
112. ll to divert to another station followed by a rule to Screen Pop Outlook then the Screen Pop will never take place If the rules were reversed then the Screen Pop will take place prior to the call being diverted In either case the user may not see the Screen Pop since the call will leave this station thus the Screen Pop will likely disappear as well For the user to see who is calling and provide an ability to answer the call or do nothing then creating the Screen Pop to occur immediately and the Call Divert action to occur using a time delay then the two rules would result in displaying the Screen Pop and then pausing before diverting the call Note This example was for illustration purposes These two actions can actually be done within a single rule to make the creating of rules simpler To Open Call Handler Rules 1 Click the Personal Call Handler icon far gt Personal Call Handler tab The following screen displays Strata Call Manager Personal Call Handler Mitine de Add Edit Delete Enabled Trigger Immediate Action Delayed Action Incoming call with Screen Pop Outlo To Delete a Rule e Highlight the rule to delete and click Delete To Add or Change a Call Handling Rule 1 Click the Add button TOSHIBA Strata Call Manager UG 09 10 Strata CIX Personal Call Handler or highlight the rule to be changed and click Edit
113. llows you to Add Change Delete and Copy entries typically available only in the Personal directory e Print Listing Print a listing of all entries shown in the directory Change the position and width of the columns to format the printout as desired Use Filters and Find to print only the entries you want e Export Listing Export the listing using either a CSV or Text format e Chat Initiate a chat call to the person at this extension Extension directory only target must have Chat installed and running e Filtering Entries Many PBX systems use default names for unassigned extensions You many not want these unnecessary entries in the Directory so Strata Call Manager provides a Filter to remove certain items from the list e Press the Filters button to access the Directory Filters screen Names starting with 21 Bere e Enable the Hide Names option to enable the filter e To Add a Filter Entry Place the cursor in the text box Type in the characters to be filtered and press Enter or click the Add button e To Delete a Filter Entry Use the pull down list and select an entry to be removed and press Del The filter strings are case sensitive and will hide all entries starting with exactly the same string of characters Entering A hides all entries that begin with an uppercase A 90 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Personal
114. lls to These Office Codes Add Add Dial Area Code on All Local Calls Delete 0 LONG DISTANCE calls within my Home rea Code Ww Add 1 Dial Area Code Plus the Number Calling Outside the Home rea Code LOCAL calls f None Only Calls to These rea D fice Codes Local Areat Office Codes dj LONG DISTANCE calls Outside the Home rea Code i For Long Distance Calls add 1 Save Cancel Help Test a Phone Number a T Test Humber This will be Dialed Cancel 6025551234 Check 28 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Preferences Calling Within My Home _ Home Area Code Set this to the Area code where the phone is located Area Code This will be used by Strata Call Manager to determine which dialed calls are within your home area code and when searching a contact manager reverse screen pop the dialed number will need the area code included i e Microsoft Outlook This is a duplicate of the entry to the one made in the Dialing Tab thus the value entered previously will show here All Home Area Code Numbers Local Select either All Calls in my Area Code or only Calls to these Office Codes e Local Office Codes This entry is only presented if you chose Call to these Office Codes in the previous step The pull down listing shows the exchange codes prefix codes that are considered to be a local call from your location Click the C button to display the Change Dial R
115. m EXE Show Test Notepad exe calls tut App Title must exactly match the text in the title bar of the target program not case sensitive Key Strokes You can send any keys including special keys see below One or more characters represent each keystroke To specify a single keyboard character use the character itself For example to represent the letter A use A for key text If you want to represent more than one character append each additional character to the one preceding it To represent the letters A B and C use ABC for key text Run Program if Not Running If the target program is NOT found running you can have the action attempt to automatically start the program Program EXE Enter the path to the program to be run and a command line parameter when needed to the target program for startup Use a forward slash after the EXE name and before the command line parameter s Example Action The example in the diagram sends keystrokes to the Notepad program to Popup restore the program and to move the cursor to the end of the file 1 App Title The App Title must match exactly what appears in the title bar of Notepad calls txt Notepad 2 Key Strokes To restore Notepad Alt Sp R Key Strokes R and to move to the end of the file Control End append to Key Strokes MEND 3 In Program EXE Enter program name and file name to open Notepad exe calls txt Note The f
116. m to be connected directly to the telephone network Connection points are provided by the telephone company connections for this type of customer provided equipment will not be provided on coin lines Connections to party lines are subject to state tariffs Incidence of Harm If the system is malfunctioning it may also be disrupting the telephone network The system should be disconnected until the problem can be determined and repaired If this is not done the telephone company may temporarily disconnect service If possible they will notify you in advance but if advance notice is not practical you will be notified as soon as possible You will be informed of your right to file a complaint with the FCC Service or Repair For service or repair contact your local Toshiba telecommunications distributor To obtain the nearest Toshiba telecommunications distributor in your area log onto www toshiba com taistsd pages support_dealerlocator html or call 800 222 5805 and ask for a Toshiba Telecom Dealer Radio Frequency Interference Warning This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the manufacturer s instruction manual may cause interference to radio communications lt has been tested and found to comply with the limits for a Class A computing device pursuant to Subpart J of Part 15 of FCC Rules which are designed to provide reasonable protection against such inter
117. mber 0 9 and and digits You can include commas to insert a 2 second pause in the dial string i e setting up a key to call V mail x2502 and logon to a mailbox 1000 with password 12345 then enter 2502 1000 12345 You can also include an X character in a phone number string to have the dialing stop at that point and queue up the rest of the number in the dial buffer The user can listen to the call and click the Dial button to dial the rest of the digits at the appropriate time Examples include 1 dialing a person who has an extension number i e 4969040 x1008 2 dialing a pager and you want to display a number on the LCD of the pager i e 5551234x4969040 or 3 dialing a long distance access code i e 8884083279 x17135551234 Note You can use more than one X in the phone number and it will wait after each X i e 4969040 x8 x 1009 1234 setup Key Sample Toshiba SE Key Label Toshiba SE Action Speed Dial Fhone Number 88 555 1212x3 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Buttons System PBX Command The System PBX command keys are maintained for backward compatibility It Keys is highly recommended that the user create User Defined Actions for System PBX Commands The User Defined Actions have expanded the options available for a number of these commands and thus offer better choices The description below shows the possibl
118. mp Starting with Account Codes All Starting with Search Button Finds the calls on the current page that match ALL of the selected filtering options Clear Filters Button Resets all filters to Off Press Search to re load all Call History record Or select new filter settings and start a new Filter search Cancel Button Closes the filters screen with no update to the Calls Display TOSHIBA 97 Strata CIX Using Companion Applications ACD Viewer 98 The Strata Call Manager ACD Viewer program allows Strata Call Manager users connected to Strata ACD to view the status of all ACD groups in which they are members It shows the operating status of each group and as the group becomes busier it changes colors and can provide warning sounds to alert you of status changes You can expand each group view to see the number of calls and the status of each of the agents and supervisors in the group Each group contains a My Status icon showing your own status in the group logged in logged out busy in wrap up etc and when you right click on your icon you can change your status The ACD Viewer is fully integrated with the Strata Call Manager Chat so you can easily place a chat call to a supervisor or another agent by simply right clicking on that person s icon Plus you can broadcast a chat notification to all agents and supervisors in the group ACD Viewer appears by default as a com
119. n pressed by choosing one of the following Send Text will send a text string to the other party on the chat call e Push URL will send a URL to the other party on the chat call and pop open a web browser window to that URL However the pop open url can be disabled by the receiver e Send Text Type in the text message or URL you want to send when you click on this button Your text message can be any length in size Send Text Message Immediately Check the box if you are sending text and you would like to send it immediately without clicking on the Send button e Click OK to save the changes you have made to your Response Button 114 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Personal Groups To Add or Change a Personal Group e Right click a group name in the Chat window and choose either Add a New Group or if offered Change this Group to create a personal group Name the group and add or remove names for that group as follows Es Change Chat Group List Chat List Name Sales Engineering Chat Clients im List greg_castagna 21004 Vern 1025 Save Cancel Delete Group e Chat List Name Enter a name for the group to identify your group All names must be unique e Chat Clients in List To add members to your group highlight individuals you want to be part of your group in the All On Line Chat Clients box and then click on the left double arrow l
120. n if all instances are added to a tab The More Buttons allows eight instances All other companion application allow one instance e Tooltip allows the user to set a tooltip for the tab Update Tab Click the Update Tab button to change the appearance order name type and tooltip of each tab in your tab view The Name or Tooltip can be changed by clicking in the cell and typing Use the Up and Down buttons to move the tabs appropriately then click OK Change Companion Application Companion Applications Tab Name Type Tooltip 0 ACD Viewer Viewer i Acompanion application for Acd viewer o History E History pe compa nion application show ng call history dE Z Chat Chat A companion application for chatting 3 Contacts Contacts A companion application for Contacts 4 Dialer Dialer A companion application for Dialer 5 More Buttons Buttons A companion application for more buttons 6 Web Browser WebBrowser A companion application for browsing internet 7 Product Mgmt Buttons A companion application for more buttons a Ca Strata Call Manager UG 09 10 TOSHIBA 41 Strata CIX Preferences 42 Delete Tab Revert Click on the item in the Tab column to toggle deletion icon has a red X through it to indicate it will be deleted Hold down the shift or control key to select multiple items Drag the mouse to select multiple items Click the Delete tab button to delete any tab However deleting the tab does not delete it pe
121. n the same position and condition as when it was last shut down e Used Elements The displays buttons etc to be used in each profile are configured by moving available elements to the Used Elements list Whenever the Strata Call Manager is screen docked it will place the elements from the Used Elements list on its screen e Available Elements The Available Elements list shows the types of elements that are available for use in this profile Note Once you ve changed the screen docking settings the new settings will not be used until the Strata Call Manager is undocked if it s already screen docked and then re docked Strata Call Manager UG 09 10 TOSHIBA 31 Strata CIX Preferences Advanced Tab Access this screen by clicking Preferences gt General gt Advanced tab The basic connection for the Strata Call Manager can be changed using this screen It also has the capability of sending log files to Technical Support for debugging problems encountered The TAPI Service Provider should not be changed unless your System Administrator has instructed you to update the settings for finding Net Server for your application 4 Setup Preferences General Dialing Docking Advanced TAPI Service Provider ets Net Server Setup of ST Diagnostic LoggingUplink Show Advanced Menu TAPI SPI Logging DISABLED Uplink Debug Files Save Cancel 32 TOSHIBA Strata Call Manage
122. nager Personal Call Handler Butions HB Add Edit X Delete 4 Enabled Trigger Immediate Acton Delayed Action wie Incoming call with Screen Pop Outlo e Call Handler Management Buttons Used to Add Change or Delete Personal Call Handler rules e Close Button Use to close the Call Handler window e Call Handler Rules Window Displays the current Call Handler rules along with an enabled checked and disabled unchecked box per rule The triggering event is show in blue text while the action to take place is shown in red text for easier viewing e Buttons tab Use to switch the window from the Call Handler mode to the Buttons mode Below is a sample view of the side window screen in Buttons mode which provides 25 user programmable buttons for the user Strata Call Manager Personal Call Handler Buttons MS Access Front Office e User Programmable Buttons A number of keys can be easily configured by the user as Feature keys Speed Dial keys Call keys User Action keys ACD keys etc TOSHIBA Strata Call Manager UG 09 10 Companion Application Windows Screen Colors Strata CIX The Grand Tour Companion Application tabs open as the result of clicking one of the Strata Call Manager tabs These windows open docked connected to the main window or can be undocked moved away from the main window Each side must be enabled in the preferences doc
123. nal Divert Call To mail Box Contact Match found TOSHIBA x Phone Number 17148032395 Hame ooo Account H P DID Name nones i nones PAD ZA From Cancel Modify Call RES Outlook New Contact Lookup Add Journal Divert Call Ll WYmail Box Contact Match not found Strata Call Manager UG 09 10 Strata CIX Using Microsoft Outlook Integrating with One typical integration with Outlook Calendar is to put Appointment information on Outlook Calendar DSS key so that all other Strata Call Manager users know your current presence status This example will turn on the DSS key with Status Message only and turn off the message when the scheduled meeting is over Create Actions The first Action will set a Status Message and add the Subject field of the to set and clear Appointment as part of the message On the DSS key the first line and second the DSS jine are appended to each other thus the preset Status Message can be modified Message io become something very simple to allow for the Subject to become the predominant part of the message a Add Edit Action Mame Set Phone Status Message Choose Status Message Type JIN MEETING Set Phone Status Message Custom 2nd Line Save ZOC SUBJECT Cancel Show Test The second Action will clear the message when the appoinment ending time is reached a Add Edit Action Mame Set Status Message Off Choose Status Message Typ
124. ns Strata Call Manager UG 09 10 TOSHIBA 137 Strata CIX Using Companion Applications Web Browser Strata Call Manager provides an integrated web browser window for access 138 to Internet or Intranet locations or direct access to local HTML files In addition to basic browsing you can create custom web applications to extend the functionality of Strata Call Manager for your business For example your call center could have incoming calls automatically open the Strata Call Manager browser window to a Caller Survey page The Call Survey page could display information about the caller and display an answering script the agent could use to guide the conversation The web page might also allow the agent to enter answers from the caller into HTML forms and submit the results to a company web server The Strata Call Manager Web Window is based on Microsoft Internet Explorer You must have Internet Explorer 6 0 or higher installed on the PC wie as A Go URL http uns toshiba cor taifproducts prod_biz jsp TOSHIBA United States Leading Innovation gt gt gt TOSHIBA WORLDWIDE TOSHIBA AMERICA Services Support About Us Social Responsibility Hews Careers Fy Products Toshiba Business Products A Consumer Products Xario Ultrasound Heroic Performance Wherever the action is Mario delivers premium multi pecialty performance ina compact mobile system Business Products E Comp
125. ny caller with a caller ID name starting with C Set the Specific Name on Caller ID name to C In addition you can precede any of the search strings with the characters lt gt to request all matches that aren t equal or aren t Like Example To trigger on any caller from NOT from your area code 602 Set the Specific Number on Caller ID Number to lt gt 602 3 Apply User Defined Actions This section will define how to apply the User Defined Actions to a Personal Call Handling Rule e Set an Immediate Action Pull down the listing and select the action to be applied immediately Either an Immediate or a Delayed Action is needed for the rule to be complete Seta Delayed Action Define the number of seconds to delay the action and then pull down the listing and select the action to be applied Both immediate and delayed actions can be performed in the same rule e To Check the Action Clicking the Check Action button will transfer you to User Defined Actions to allow changing the action and or test the action e To Add an Action Click the Add Action button to transfer to User Defined Actions to allow you to create a new action to be used e To Delete an Action Click the Delete Action button to remove an action from the listings Use this with caution as this will remove the action for all other functions as well 4 Complete the Rule e To Save Rule Click the Save button to save your chang
126. o change or delete the rule as desired e RUO Upon startup Strata Call Manager always imports all Over Write rule files which overwrites any rule of the same name These files can be useful to ensure the rules do not get changed or when wanting to make the same update on other Strata Call Managers e RUO These are another type of rule file that is imported only at initial startup of the program or when the compiled rules file AGT_PHN RUL is not found at startup These types of files allow you to design a rule export it rename as needed and then copy the exported file to all PCs that need that rule These are also useful to overcome a user accidentally deleting a rule since exiting and restarting Strata Call Manager will restore that rule Strata Call Manager UG 09 10 TOSHIBA 81 This page is intentionally left blank Using Microsoft Outlook r Dialing from within When Outlook Phone Link has been installed a Phone Icon will appear on Outlook your Outlook main Tool bar Then when you are in any Outlook Contacts folder and you have a contact highlighted you can press this button to dial A dialing screen will pop up showing each of the phone numbers available for that contact Simply select the appropriate phone number and press the Call button to place the call Note Please refer to the on line help file in Outlook Phone Link for available dialing options When the call is being dialed in Strata Call Man
127. o provide this time delay after the call ended before requesting the user to enter the result e Clear Out Completed Calls When calls have been completed they will still appear in the calls window but they will be automatically cleaned out based on this setting NoteThe Strata Call Manager provides a Call History feature for more permanent storage of calls placed and received The settings options are as follows e Hourly e Daily e Weekly e Monthly e Overdue calls when a call is due to be placed it will only be placed if the power dialer is enabled and the phone status is idle and possibly not in Do Not Disturb Thus since the power dialer will wait until dialing conditions are true the date time selected for a Call to be placed may pass by and the settings in this area pertain to those calls e Calls are Overdue if more than x minutes past due This setting is used to designate how long Due Now calls should wait before they are considered to be Overdue e Place Overdue calls before Due Now calls this option when enabled allows the Over Due calls to be placed first before the Due Now calls Remove Overdue calls more than x days past due If the dialer is disabled for an excessive amount of time the power dialer will automatically clean out overdue calls that are way past due as defined by this setting Strata Call Manager UG 09 10 TOSHIBA 135 Strata
128. o response Play wave file Ringinwav g gt C Beep on each newline received C Timestamp each line On Incoming Broadcast Message Normal Message Play wave file Ringin wav Urgent Message Play wave file Ringin waw On Incoming Message Dismiss new popup window Check the box and specify the time in seconds when no response is seen when a new message arrives This will tell Chat to notify the caller of no response after a certain length of time The response message returned is User didn t respond Play Wave file Check the box to play a WAV file each time a new message comes in Click on Browse to specify a different WAV file You can test your WAV file by clicking on the Test button Beep on Each New Line Received Check the box to have Chat beep each time a new line arrives into the conversation Click Test to verify operation Timestamp Each Line Check the box to show a time stamp Message Box each time a new message is received TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications On Incoming Broadcast Message e Normal Message Check box next to Play Wave file to allow playing a WAV file each time a new broadcast message comes in You can click on Browse to specify which WAV file you want to play You can test your WAV file by clicking on the Test button below the file name e Urgent Message Check box next to Play Wave file
129. o the features functions of the application Home Phone tab The first four keys allow you to from left to right Answer Hold Transfer and Hang up a call Should you forget you can hover your mouse over a key to be reminded what function a key performs Do Not Disturb Key Displays the current Do Not Disturb status of your phone and Indicator Hover the mouse over this area to see the current DND status message Click to change your DND status and message Call Forward Key and Displays the current PBX call forwarding status for your Indicator phone Hover the mouse over this area to see the entire FWD status Click to change your PBX forwarding status and destination Strata Call Manager UG 09 10 TOSHIBA 3 Strata CIX The Grand Tour Dial Pad Button 388 Click the dial pad button to expose and gia hide the popup Dial Pad Use the Dial Pad when you reach a recording that says Press 1 for sales 2 for sup port When this dial pad is displayed you can use your mouse to click the dig its to dial or use the number keys or NumLock keypad on your computer keyboard to dial digits Make Call Button Click the Make Call button to dial the number shown in the Dial Buffer Dial Buffer and Redial Type a number into this space and press Enter or click the Selection Dial button to the left of the box Click the drop down arrow to view the last 10 outside phone numbers you dialed Select a number from the d
130. oks Dial Number Box ey Transfer sas DialPad 2 OND Off Volume Up Answer Fa HangUp Make Cal 4 Volume Down Phone Audio Re dial a Recently Used Number 1 Pull down the list of numbers in the dial number box and select the number to dial 2 Click the Make Call button to dial Strata Call Manager UG 09 10 TOSHIBA 11 Strata CIX Using Strata Call Manager Features 12 Answering Calls Using Strata Call Manager Dialpad 1 Click the dialpad button ss to expose the dialpad 2 Enter the number to be dialed including a trunk access code the call will proceed automatically once a valid number is entered Hot Key Dialing 1 Highlight a telephone number in another application 2 Using the keyboard press the key combination assigned for Hot Key Dialing The call will proceed dialing the number highlighted Using Drag and Drop e Use the mouse to drag and drop a call from either the Call History or Contacts tab list into the LCD Display window The call will proceed to dial Using Contacts Personal Speed Dial List 1 Click the Contacts Companion tab to open the contacts page and navigate to a Directory or Group 2 Make a selection from the listing and double click the name to proceed dialing or right click on the selected name and choose Call Now to proceed Using Call History to Re dial a Number 1 Click the History Companion tab 2 Scan the list for a recently dialed number or look for a number of someone that
131. or answering that call The URL can contain action variables for example using the DID DNIS number used for the call to open a page created for each DID DNIS number Thus when the call arrives a screen opens for a script or questions to use for that call Another use may be to have several Personal Directories where the 8 button limit may not allow access to more directories Assigning a programmable button can allow opening these personal directories using one click access a Add Edit Action Pop Internal Web Browser Tab Name WebBrowser Pop Internal Web Browser URL www taske com Save Cancel Show Test e Tab Name Enter the name of an existing Web Browser Companion Application tab name This name must exactly match the name as displayed This action uses the specified tab as the parent window e URL Param1 Enter a URL or other Param1 parameters as indicated in the table below The URL can contain Action Variables as part of the entry TOSHIBA Strata Call Manager UG 09 10 Strata CIX Actions Popup Call Info This action will pop open either the Standard Call Info screen or Extra Call Info Screen screen The Standard Call Info screen allows the user to type in the Caller ID name or number or Account code of a call lookup the phone number in Outlook and or Open a Contact or Journal or Divert a Ringing call to another location Either screen allows you to view change or attach additional extra inform
132. orward slash after Notepad exe is needed to allow the command line parameter calls txt to be used The result is that the file calls txt will open if not open and popup with the cursor at the end of the file allowing additional entries to be made TOSHIBA Strata Call Manager UG 09 10 Strata CIX Actions Special Keys The plus sign caret percent sign tilde and parentheses have special meanings To specify one of these characters enclose it inside braces For example to specify the plus sign use Brackets also must enclose them in braces To send brace characters use and To specify characters that aren t displayed when you press a key such as Enter or Tab and keys that represent actions rather than characters use the codes shown below Backspace BS or BKSP TAB Caps Lock En Cea i o m e Boron own e eNO 7 Help Am AA ma m m m m m m Aa a Fa Fo NS i ra a m m m An Strata Call Manager UG 09 10 TOSHIBA 61 Strata CIX Actions 62 Combination Keys Set Phone Do Not Disturb To specify keys combined with any combination of Shift Control and Alt keys precede the regular key code with Shift Control or Alt code To specify that Shift Ctrl and or Alt should be held down while several other keys are pressed enclose the code in parentheses For example to have the Shift key held down while E and C are
133. ot Key provides a method for dialing a number from any application For example you may have a phone number in a Microsoft Word document that you can highlight in the Word document and press the hot key combination assigned This dials the number in Strata Call Manager By default the Hot Key is F11 The second key is the Popup Hot Key which will bring Strata Call Manager to the front on the screen This can be very useful if the Strata Call Manager is minimized or is behind other windows on your screen Strata Call Manager must be running for this hot key to work Setting Shortcut Click Preferences gt Hot Keys displays the Hot Key Dialing amp Popup setup Keys dialog box Setup Hot Keys Dial Hot Key iw Enabled ctri l ate Shit F11 Copy Setting Ctrl C Ciri INS Popup Hot Key Enabled ctie Alte Shift F10 Save Cancel e Dial Hot Key Enable the hot key button and select the key to use including any modifying keys to be used in combination e Popup Hot Key Enable the hot key button and select the key to use including any modifying keys to be used in combination Note Many applications use various hot keys or keyboard shortcuts These keys are defined in advanced settings that your administrator can change if you encounter a conflict with another application See Strata Call Manager System Administration Manual for details Strata Call Manager UG 09 10 TOSHIBA 35 Strata CIX
134. ou while it was on your extension Call History logs the current set of Notes when the call leaves the Strata Call Manager extension To Call Double click the desired number from the list Drag and Drop to Call You can select a call and then use your mouse to drag and drop it to either the Call window or the LCD Display to start the dialing of that number Drag and Drop to Create Speed Dial Button You can select a call and then use your mouse to drag and drop it to a Strata Call Manager button Drag and Drop to Add to Speed Dial List You can select a call and then use your mouse to drag and drop it to your Personal Directory Additional Options Right click on the entry to access a menu of other functions e Call Now Dial the phone number using Strata Call Manager e View Info Provides a read only view of all of the information about the call including the Notes Note You cannot change this information you can view and copy paste it 09 10 to other applications Yiew Call Information Date Time 2005 03 16 14 11 Done Time mi Dir fo Phone 480 496 9040 Mame Computer Telepho Dur jonz3 0 ts Ans PE Acct Code lOO O O S wek 4a Motes e Lookup in Outlook Look up the telephone number in Microsoft Outlook and open any matching Contact e Listen to Call When the Tracer Integration is provided this button provides a link to Repla
135. panion application tab Note Strata ACD must be operating in Enhanced Mode for ACD Viewer to be used A 2 TOSHIBA Str ta Cal Manager E Home Actions Preferences Tools 57 E 63 Actions List 10 Screen Pop ACT 2000 hi ah New Action mi Copy Action Edit Test Action lt Delete Action Actions List 10302 10 25 AM Thu Dec 3 ACD x10540 Total Calls Mo Calls es es Chat DMD U el Ey ma ME Calls 1 Active O Waiting El 1 Agents 10 Idle O Busp 3 UnA vailable 5 Logged Off i itu My Status O 101 3 Idle Logged In EAS Group 777 Queue 2277 Enabled 2447 H 889 Queue 889 Enabled 2447 The ACD actions can be used to Log In Log Out to from ACD groups Going temporarily unavailable and an ability to end wrap times can be part of the features available Additional Call Center features are possible using User Programmable buttons TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Logging In or Out Click the Change Agent ID icon to open the ACD Login Logout window a SCD Login Logout by Agent ID LOGGED In to LOGGED Out of Group Agent ID Group Log Gut gt gt 10540 10540 Group 10540 Note The right list box shows available groups for the identified agent number The left list box shows groups currently logged into To log into or out of one or more groups 1 Highlight the group name s in the right hand bo
136. r Rule my sx 1 Triggering Event When this happens Refer to this Rule as Outlook Calendar Reminder Group Meeting Reminder Z Conditions If these Conditions are True o tela ea il diately Calendar Status Event Importance pl e Any if Any Group Meeting Broadcast Free C Low Check Ach rl Busy Wormal ECE Cran Out of Office O High b fter fo Seconds Subject C Any Aone Matches this Subject Check Action Group Meeting Add Action Delete Action Export Rule OK Cancel Strata Call Manager UG 09 10 TOSHIBA 127 Strata CIX Using Companion Applications Dialer The Dialer allows Strata Call Manager users to easily schedule phone calls to be placed later For example when a sales representative arrives in the morning he may know he needs to make calls to 15 of his customers so from MS Outlook he can drag drop the contact information of all 15 of the customers into his Dialer When the designated time arrives for each call to be placed the user will be presented with a pop up screen alerting him it s time to place the call Once the call is finished the user will be presented with another pop up screen requesting information about whether the call was successful and if not whether it should called again later for example if the party was busy The Dialer tab displays all calls yet to be placed as well as calls that have recently been completed plus as the status of the
137. r UG 09 10 TAPI Service Provider Strata Call Manager UG 09 10 Strata CIX Preferences Enter the Service Provider Name This must be set to access the TAPI service provider to be used typically this would be set to Net Server Setup Click the Setup button to open a screen to define the TAPI Service Provider as shown on the following page The button is a handy status indicator for reading the version levels and license codes for the system and is shown in the Tapi SPI Info screen Net Server TSP Configuration Client informaba The Login Mame Password and Extension below apply to the Toshiba Met Suite of products only and have no correlation to your computer Login Hame Tapi SPI Info X Typically the Login Name is the name that appears on pour chent application and the name others can see for chat sessions Login hame Reisha Loe Password Extension Fass FEX Mame CTX FEX Ver Serv Ext LevelZoai Serv Ver 3 7 Build 0 Calli Feats S8B270AEE Call Feats 54 Line Feats SCD PEX Feats 0 Cust Feats 305 Server Information Hoztname 1 F9 119 123 42 Use Remote Access Port Click for Details F TAFI Network Service Up and Running Cancel e Login name Enter your Login name If a new installation a client will automatically be created in Net Server for this name Many times the administrator will have defined your client Login name see your
138. r needs When the ACD Viewer is operating and visible you can configure it s settings by clicking on the wheel icon in the upper left hand corner and selecting the Setup menu TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications ACD Group Status This section allows you to setup how ACD viewer changes ACD group status based on activity conditions Different colors represent the different status conditions of how busy is each ACD group Yellow and Red represent warning and urgent status levels respectively and can be specifically configured to decide when those levels should be reached ACD iewer Setup l ACD Group Status Motificatior SCM LED Miscellaneous Urgent Status Red Change to when Call Waiting gt Calls we 1 Calls OF none we OR Ho agents are available O Warming Status Yellow Change to when Longest Call Waiting gt Seconds J o Seconds e E Active Status Greer Occur when there are agents and calls but no waiting calls Idle Status Blue Occurs when there are agents but no calls Disabled Status Black Occurs when the ACD group is Disabled Save Cancel Urgent Status Red This is the highest level status of a queue and should typically be reached when the load or conditions in the ACD queue indicates a problem that needs attention You can select up to two conditions so that whenever either of these conditions are met the
139. r to this Rule as 1 Triggering Event When this happens Refer to this Rule as Change in DND status Turn Chat DND Off Change in DND status Chat DND On IN MEETING 2 Conditions IF these Conditions are True 3 Actions Then take these Actions 2 Conditions IF these Conditions are True 3 Actions Then take these Actions ara PTE Sas a Immediately afar Sa a Immediately o Aol Distur ange ChatpNDOfF y o Aot Distur ange Chat DND On y Chat DND Off Chat DND O COn or Or E Gn or OFF 2 2 Turned OFF Check Action Turned Off Check Action Turned On Turned On Turned On with Message b After lo Seconds amp Turned On with Message b After lo Seconds Msg Begins with lt None gt Msg Begins with IN MEETING UNTIL lt None gt Check Action Gheck Action Add Action Delete Action dd Action Delete Action Export Rule Export Rule OK Cancel OK Cancel Command 4 Sending a Chat Broadcast Message Format ONESHOT Ext Name Urgency Message Timeout where e ONESHOT The command name Ext 4 Name The extension number or name of the individual or group to receive the message Examples e Ext 1001 e Name Linda lt Tech Support gt or lt lt Sales gt gt e For Everyone NoteThe broadcast group names must contain the lt and gt or lt lt and gt gt Characters as part of the name Urgency enter H i
140. re Buttons Web Browser 4 p 3 Only the More Buttons companion application tabs have more buttons These buttons can also be undocked using the dock undock button on the left You can create tabs of more buttons There are 8 banks with a total of up to 64 buttons each Each Buttons application can be assigned to one of these 8 banks which means the buttons in that Strata Call Manager UG 09 10 TOSHIBA 43 Strata CIX Buttons bank are displayed in the application No two applications can share the same bank Contacts Dialer More Buttons Web Browser Product Mgmt 4 Misha Ral Sam Jackson Ron Hungtington Syhwa Jackson John Doe User Programmable Keys 44 To Initialize Key To Swap Keys To Copy This Key The Strata Call Manager has many different User Programmable keys on the main screen on the Side Window or on the Extra Button windows These keys and can be easily configured by the user as Feature keys Speed Dial keys User Action keys DSS keys Web Access keys Run another Application keys or ACD keys etc This provides the user with one touch access to features applications files phone numbers employees and more To change any of these keys simply right click the mouse over the key and select from the menu one of the following options Change Key Initialize Key Copy This Key Swap Keys This resets the key to a blank default sta
141. reen displays a View Change User Defined Actions E Actions 15 z Chat DND Off Add New Action Chat DND On ee Minimize Phone Screen Copy Action Pop Tigerpaw Account z7 Restore Goldmine Edit Test Action Run OAISY S Whiteboard Screen Pop ACT 2000 Screen Pop ACT 2005 2009 Screen Pop ACT 4 Screen Pop GoldMine Done Select the appropriate action or button to add copy edit test or delete action The appropriate action screen displays Click Save and then click Done Delete Action Refer to Chapter 5 Actions for more information on editing actions 48 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Buttons ACD Keys ACD keys can be set on any button including Buttons companion applications and the side view buttons Depending on the configuration of your call center these keys can be used to 1 Login or Logout of ACD groups via Agent ID and phone Extension and or 2 to Show Set your Agent status Other ACD functions may be available in the User Defined Actions depending upon the PBX used with Strata Call Manager Note The color of ACD Keys cannot be changed as the colors are determined by the ACD State for the key setup Key Sample Key Label Action ACD Key DSS Extension Keys Direct Station Selection provides one button dialing to a specific station DSS Keys also provide a visual status indicator of the sta
142. rmanently it s more like hiding it from view All deleted tabs can be re added with the Add button Also not all information is lost For example deleting the history tab will not clear the history log Deleting a buttons tab will not re initialize all the buttons the next time a buttons tab is added The same is true of the dialer your planned calls are will still be there when you re add the application though they will not fire unless the application is running The only exceptions is the Browser tab the browsing history may be lost since deleting a web browser tab and adding a new one always starts on a new blank page Delete Companion Application Companion Applications Name ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt Click the revert button to bring all the companion applications back to the main window as tabs TOSHIBA Strata Call Manager UG 09 10 Buttons This chapter shows how to use and add delete or edit button and button banks Programmable To access Buttons Buttons There are three methods to access buttons 1 Click on the Personal Call Handler button 0d tab and then the Buttons Strata Call Manager Personal Call Handler Buttons MS Access Front Office 2 There are nine preloaded buttons at the center of the Strata Call Manager screen shown below ACD Viewer History Chat Contacts Dialer Mo
143. rop down and press Enter or click Dial to redial that number You can even Copy Paste phone numbers from other programs into this window to dial You may also include letters in the dial number Strata Call Manager automatically converts the letters to the matching numbers on the telephone keypad i e 1 800 IFLYSWA Volume Controls These buttons control the volume when the VolP audio interface is used Audio Control The audio control is your line button with a status indicator for that line when using the VolP audio interface Right click the button to see the Audio Configuration menu Recording Button amp The indicator light works in conjunction with OAISYS Indicator Tracer and OAISYS Auto Call Record Users with appro priate permissions will have this indicator on their Strata Call Manager If the light is red this means the user s call is currently being recorded If the light is gray it is not being recorded The user can click on this button and select Start Recording to initiate recording of the call If the call is being recorded the user can click on the button to terminate the recording A number of shortcut keys allow you to use the keyboard in place of the mouse to control Strata Call Manager The list of Shortcut keys can be found using the menu selection Setup gt Shortcut Keys Note The F1 key is the HELP key a can be pressed at any time to access the Help document 4 TOSHIBA Strata Call Manager UG 09 10
144. rrectly Strata Call Manager will operate in Demo Mode if the appropriate licenses are unavailable Demo mode lets you use the software for Demonstration purposes only for a limited period of time Strata Call Manager provides the following major functions e It allows you to place answer handle view and manage phone calls using your computer screen keyboard and mouse e Using the VoIP Audio capabilities can provide a complete speech path when using a PC with the proper speech component support e Rules and actions can be set up to automatically activate when calls arrive even while you are away e It can easily interface with many popular programs like Microsoft Outlook Goldmine ACT etc This allows you to dial from and screen pop into these programs or the Internet Intranet Strata Call Manager UG 09 10 TOSHIBA 1 Strata CIX The Grand Tour The Main Screen This section gives an overview of the main user interface of the Strata Call Manager including the buttons displays and indicators which allow you to easily and efficiently operate your phone Strata Call Manager provides two views Compact and Expanded allowing you to operate using only the space on your screen that you want Note You can easily change the color scheme of your Strata Call Manager by clicking drop down next to the Set the color scheme icon The color options are Blue Silver or Black The Compact In Compact view Strata Call Manager
145. s 60 seconds e Entering a checkmark in the Give Chat Back option box will give your recipients the option to send a Chat message back to you once they receive your Broadcast Message NoteBe aware that when using the Chat Back option sending to a group of people all recipients will have the Chat back option and if everyone responds it could result in a large number of simultaneous chat calls back to you 5 Click Send 112 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Chat Feature Operation Do Not Disturb The Chat Do Not Disturb DND feature is disabled by default For this feature to operate the Enable Do Not Disturb feature must be selected in the Features Tab of Chat Setup This feature works independent of Strata Call Manager s DND See Interfacing with Other Programs on page 122 for details on how to automatically link the Chat DND status with Strata Call Manager s Chat Setup Messages Response Buttons Features Logging Features Allow others to push URL to me Show offline users in Everyone folder Do not take focus from other applications Whiteboard C Show shareboard initially Default Highlighting y Color Magenta Settings Save Location Local machine Current user To Set Do Not Disturb When you want to prevent further incoming chat calls the Do No Disturb feature can be turned on This feature allows you to provide a
146. s Extension Number Can be used for Primary DN or Secondary DN when using Set DND Action Call Forwarded from Extension number DND Message when phone is in DND Can be used for Pri mary DN or Secondary DN when using Set DND Action Calling Number hyphenated type 1 format defined in agnt_ph ini TAPA TAR ID ID O a Number hyphenated type 2 format defined in agnt_ph ini L Elapsed Time of Call H MM SS Time of Call H MM SS a Listed Phone Number Pa e with Export Call Info actions N CalleriD Name CallerlD Name outside calls only requires CallerID calls only requires CallerlD gt or SUBJECT subject field of Outlook event OC field START gt start Date Time of event END ending Date Time of event IMPORTANCE Importance Low Normal High of event 5 LOCATION location of event 6 ADVANCE number of minutes of advance notice 7 STATUS Busy status Free Busy Out of Office of event 8 STIM start Time without the Date 9 DIFF time difference before event start e g 15 min utes will report 15 Minutes Used for text to speech announcments Incoming CallerlD Number ANI Outgoing Dialed Number Call Answered Y es or N o T Call Type IC or CO IC Intercom call CO Outside call 66 TOSHIBA Strata Call Manager UG 09 10 Strata CI
147. se Explorer to rename the existing file and then export again Importing Actions When the Strata Call Manager program starts up it automatically imports actions from the compiled NET _PHN ACS action file plus all action files ACx it finds in its startup folder The last character used in the extension of the file name defines how the action file is treated on importing e ACI These files are individual actions created by Exporting Actions These will be imported only when an action using the same action name does not exist in the compiled file Thus when this file exists and the user had made changes to this action the user can revert back to the original operation by deleting the current action in Strata Call Manager then stopping and restarting Strata Call Manager e AC1 Upon startup Strata Call Manager always imports all One Shot action files AC1 When an action of the same name exists the action will be overwritten Once imported the One Shot export files are deleted These one shot files can thus be used to import an action just one time allowing the user to change or delete the action as desired e ACO Upon startup Strata Call Manager always imports all Over Write action files and overwrites any action with the same name These are useful to ensure the actions do not get changed or when making corrections on other Strata Call Managers e ACO This type of file is only imported at initial start
148. se this tab to determine whether to follow a Server based dial plan use a dial plan defined for your station or dial all the codes yourself The last option is not practical when using a database or using hot key dialing since other applications don t know what is a valid number to dial including entering a trunk access code when needed If your System Administrator has set up the Server based Dial Plan this is the best choice and will save you a lot of time 4 Setup Preferences Trunk Access Code g Home Area Code 602 Dialing Outside Numbers 0 Dial same as User Dialed f Use Local Dial Plan Use SERVER Dial Plan _ Check Plan Power Dialer Enable Action button on Ready to Dial screen Label Lookup Adion lt M Enable Action button on Call Results screen Label Lookup Action Save Cancel e Trunk Access Code This must be set to the access code you need to dial to get an outside line or trunk Making outside calls using Speed Dial keys or dialing from another program a Trunk Access Code will automatically be dialed to access a trunk before dialing the phone number e Home Area Code Your local area code should be defined here This is used only when you choose to use the Local Dial Plan TOSHIBA Strata Call Manager UG 09 10 Strata CIX Preferences Dialing Outside Numbers Dial same as User Dialed With this option selected outside phone numbers
149. shown below iver Enter the appropriate address s to send the skin Microsoft Outlook is required when using this function t Strata Call Manager skin Olive_RC_Custom Message Plain Text Tha message has not been sert eel m P Subject Strate Cal Manager stan Olive AC Custom If you are using Strate Call Manager T 0 2 2 or later you can drag and drop the attached files Shea your ferata Call Manager LOO The nov Skin will immediately be avallable in the Skin ase list Witi the name Olive RC Custom Note On some e mail systems you may seed toa drag acd drop the Files to your desktop firat and then drag and drop them to your Strate Call Manager LCD 40 TOSHIBA Strata Call Manager UG 09 10 Tab Settings Strata CIX Preferences The options to add update or delete tabs can be found here Tab settings is for managing companion applications The Revert button brings all the companion applications that have been docked outside back to the main window Preferences Tools gp AddTab Revert 8 Update Tab Companion Docking X Delete Tab Tab Settings Add Tab Click the Add Tab button to add a new tab Add Companion Application Name Product Mgmt Bite Tooltip A companion application for more butto e Name sets the text in the tab e Type The drop down allows the user to select a companion application A companion application will not appear in the Type drop dow
150. sing the Uplink Debug Files button a site name and contact must to be selected The site name is a unique identifier to make it easier to find the log files for your site and typically the contact should be assigned Any Tech Support to ensure the log files are seen by someone Use a specific contact name once you are working with an agent and they request you send the Zip Log Files to them e Description It is highly recommended to write a description of the problem including all pertinent details such as the conditions and approximate time the incident occurred These descriptions aid in narrowing down where to look in the log files for the problem encountered e Options Clicking the Options button opens a screen to provide options for how the files are to be sent The default and recommended option is to Send Directly to FTP Site As an option when direct Internet access is not available from that PC the files can be zipped into smaller files saved on your PC in your Local Settings folder typically C Documents and Settings lt user name gt Local Settings Application Data Toshiba Strata Call Managen Zip These files can then be e mailed to TOSHIBA Strata Call Manager UG 09 10 Strata CIX Preferences Setting Up Hot Key Strata Call Manager provides two global Hot Keys that you can press within Dialing amp Popup any application to send a request to Strata Call Manager The first key is the Dial H
151. son 2 Click the Make Unavailable button 3 Click Done To Make Agent Available 1 Click the Make Available button 2 Click Done To Set the ACD Status to Wrap up 1 Click Set WrapUp button 2 Click Done Note The Set WrapUp button is NOT available on all installations To End WrapUp 1 Click the ACD Status button 2 Click the End WrapUp button 3 Click Done Strata Call Manager UG 09 10 TOSHIBA This page is intentionally left blank Preferences 3 Config Settings Strata Call Manager UG 09 10 This section defines settings that are available to the user and can be changed to meet their needs A number of additional settings are available for the System Administrator for setting more advanced features such as controlling access to some features creating a server based rules and configurations This section will concentrate on the settings readily available to the user These settings are arranged under the Preferences tab shown below Hot Keys dialing options docking and tabs settings Each of these sections will define the settings and how to change these settings to match your needs TOSHIBA trata Cal Manager x E 20 a Home Actions Preferences General Advanced a Add Tab na 3 Dialing Hot Keys 7 Update Tab E Docking EN SkinEditor Delete Tab Se eet Preferences has a number of settings for making Strata Call Manager work and look the way you choose To a
152. specific message such as In a Meeting Until 3pm to anyone attempting to place a chat call to you e To go into DND status DND is set in the chat toolbar by selecting the DND checkbox and or entering text into the textbox on the toolbar While in Do No Disturb the main window will show the text DND On in red e Other Users Experience When a Chat call is placed to someone who has their Do Not Disturb feature set you will see a message showing User Not Available along with any return message they provided If they didn t setup a return message the text Do Not Disturb will be shown To Clear Do Not Disturb e To Clear the DND Status Clear the DND checkbox Strata Call Manager UG 09 10 TOSHIBA 113 Strata CIX Using Companion Applications Response Buttons All buttons can be changed on line from the Silent Message Conversation window The first 8 buttons can have their responses defined in Chat Settings all others can only be defined using the following procedure To Add Change Text in Response Buttons e Right click on the button and a drop down menu appears Select Edit to edit the button The dialog box shown below appears You can change the caption the type the text and whether to send immediately Response Button Caption REA Text Hello i Send Immediately P e Caption Type in a caption for the button e When Button is Pressed Select what the button will do whe
153. sseeeeeeaeeeeeeeeaeeeeeseeeeeeeesaaeeeeeseaeeeessaaeeeeeaegeeeeees 72 LIE Matinal A ta 80 Unlike Mathes sra da 80 EXPO AUS rd 81 IMPONI MUGS aron an cas 81 Chapter 7 Using Microsoft Outlook Dialing from within Outlook ccccoooncnnccccccnnocooncncononcnnnononncncnnnncnnnonnnnnnnnnnnrnnnnnnnnnrnnnnrnnnnnnnnnnnnnrnrnrennnnens 83 lo aE 83 A A A on Pe eo eee eee 84 Integrating with OUUOOK Calendal sienen is 85 Create Actions to set and clear the DSS MessSagQ8 coocccccoccccccocncococonocononononnnononenononnnconanononnnnnnoneninnos 85 Create Personal Call Handler Rules ooocncccccncccccnncoccnnnconncnnonncnnononnnononcnononnnonnnnnnonancnonnnnnnnnnnonoss 86 merna ek oI RUS ee Re ree ee eee 86 Chapter 8 Using Companion Applications CONIA CLS sist eee scatter A O kami tl aie de ctusae acreue aetna 89 Sorn ENIES cisien a a a E snadecaaned A daca staatanddienesediodebdndednedteoversents 89 Searchina ENNES ii a E E ae eee eee 89 GIRS CLO Yas osr a a E E E E 89 Personals Peed Dial DIRECTORY esa ranas 91 Presence VICWEL cccceccccceececceececceeeccsaeeecsuececsuueeeceeeecsuecessueeessaeessageeeseeeessueeesseeeessaeeesssuseensageeeas 92 PISTON aan A A a vansee aden et Wacad 94 A A cea aadaesentansscet 98 Tete eo are MOON O eee r ee rere 99 ACD GLOW St ai ds 101 INOMNIGANONS iia ai ida id 102 DONE APA A ett ate saenatm ata se 103 Miscellaneous a e a r 104 Using ACD VIEWER idad 104 REQUESTING SUPer VISORES Ns
154. t Phone Numbers Choose All for calls made to from any number Use the Matching option to limit the search to calls made to from specific numbers You can enter a specific phone number like 480 496 9040 the last part of a number 496 9040 or the first part of a number 480 to find all matching calls You may also use wild cards such as 480 9040 and 480 496 Names Choose All for calls to from any name including blank names Use the Starting with option to limit the search to calls with a specific name Enter an entire name Jack Jones or just the first part of a name Jac The name search is NOT case sensitive Account Codes Choose All for calls with any or no account code Use the Starting with option to limit the search to calls matching or starting with a specific account code For example 123 returns calls with account codes 123 and 123xxx TOSHIBA Strata Call Manager UG 09 10 3 Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Press the Search button to find the calls on the current page that match ALL of the selected options Call History will update the Calls counter and Call Display area on the main screen F Call History Filters x Call Direction al Today In amp Out o Last 12 days In only cut only f Since 2110 2005 Phone Numbers f Al Matching 480 Mames al a
155. t lt button to move the members to the Chat Clients in List box To select multiple individuals hold down your Ctrl or Shift key while making selections by clicking the mouse If you want to add a member that is not presently on line right click your mouse in the Chat Clients in List and select the Add an OFF line client menu item then type in the name of the client Note The name of the client must exactly match the client name when he she is on line To remove members from your group simply highlight the members and then click on the right double arrow key gt gt e Click on Save when done To Copy a Group to Create a New Group e To create a new group by copying another group select the group to be copied right click on the group and select Copy this Group Follow the same process for creating a new group above To Delete A Personal Group To delete a group right click the group in the Chat List and choose the Delete Group option A confirmation box will appear and needs to be affirmed before the group is actually deleted Strata Call Manager UG 09 10 TOSHIBA 115 Strata CIX Using Companion Applications Whiteboard Operation To access the Whiteboards option you right click in the Chat message window from the View menu select Whiteboard This window provides tools for sharing information on each of your PCs with the another user with an open Chat conversation ES Daniel e x10206 Silent Message Conversation
156. t a screen so can type in the name for that call e When that nagging broker calls immediately transfer him to my voice mailbox e I m working on an important project so whenever anyone other than my boss calls immediately transfer them to V mail e When my spouse calls if haven t answered the call within 5 seconds play a special tone on my PC to alert me Note Depending on your configuration you may not be able to change the Call Handler Rules in which case you should check with your System Administrator The basic process for creating Personal Call Handling rules is to first define the actions you would like to accomplish and test them Then you can create a Personal Call Handling Rule and choose which event will trigger the action s and then refine this by setting the conditions for when the trigger will occur Strata Call Manager UG 09 10 TOSHIBA 71 Strata CIX Personal Call Handler Creating Personal Call Handling Rules 72 The following items will define how to edit delete or add new rules Many rules can be created and exist simultaneously To allow rules to be defined and not applied an enable disable check box appears before each rule to make it easy to disable or enable different rules are different times The order of the listing of the rules determines the sequence the rules will be used Thus some rules may prevent following rules to be used For example if the first rule in the list causes the ca
157. t or supervisor in the ACD Group to send them a Chat message or if you are idle to Call the agent or supervisor on the phone Viewer Buttons History Contacts Chat Dialer WebBrowser a n Calls 1 Actrre 04 alting it pel Of 1 ldle 0 Busy 5 Undyvailable 4 Logged Off in Agent ID 1003 Lit Unavailable Agent ID 1004 Judith Logged OUT Z Supervisor 10 1070 Jazon Logged OUT 5 Supervisor 10 1011 Jeff Logged OUT ik Agent ID 1008 Tests Logged OUT in Agent ID 101 3 Siok Logged OUT Agent ID 101 4 test5 Logged OUT Agent ID 1009 test4 Unavailable ifn Agent ID 1001 Dye Unavailable iai Agent ID 100F Test Unavailable it Agent ID 1005 Test Unavailable itu My Status ID 1002 Idle Logged In EHO Group 777 Queue s777 Enabled 2447 zero 0202020 Strata Call Manager UG 09 10 TOSHIBA 105 Strata CIX Using Companion Applications 106 3 The last line in the expanded view is the My Status line This not only shows your personal status in this ACD group but allows you to change your status and perform functions using right click menus as described in the following section In the expanded view the My Status icon is a special icon that shows your status in the ACD group logged in logged out busy in wrap up etc and when you right click on your icon you can change your status or perform a function The options provided are Log In this will log you into
158. tacts Dialer Web Browser Hod aaye Directories CIX Directory My Groups RC Group System Groug Name Number Type E aaa Search criteria button A 3 69 Station 4590 Station m Contains Station A Ends with Does not start with Search criteria im Does not contain Station 4 Does not end with Station s a Does not match Station Mot Like i List of names and extensions on the telephone system ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt Ae 9 ae Ya Directories CIM Directory My Groups RC Group System Groups Name Number Type ENG CONFERENCE 102002 Station ERICK R PRI 104644 Station ERICK R PRI 106644 Station ERICSON PRI 102510 Station ERICSON PRI 105510 Station ERICSON ABING 104605 Station e To Call Press Enter to dial the highlighted number or double click the desired name from the list e Drag and Drop to Create Speed Dial Button Drag an entry from the Directory to a Programmable User button to automatically create a Speed Dial button with the selected extension number Strata Call Manager UG 09 10 TOSHIBA 89 Strata CIX Using Companion Applications e Additional Options The menu icons under the tab let you access other functions Note Not all options may be available due to the settings for the tab e Call Now Place a phone call to this person or extension Same as double clicking e Edit A
159. tches and Unlike Matches for use of wildcards e Affected Phone Select whether this rule will be based upon My Phone or My Secondary Extension 78 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Personal Call Handler e Outlook Calendar Appointment An event that occurs at the start time of the appointment and again when the appointment time ends Free 2 Conditions IF these Conditions are True Calendar Status Event Importance fe Any fe Any O Free Low f Busy Normal Out of Office High Subject Ary Matches this Subject O OX lt X e Calendar Status Select to match the Outlook Calendar Status options Any Free Busy Out of Office e Event Importance Select to match the Outlook Calendar Importance options Any Low Normal or High e Subject Select either Any or Matches this Subject For making the match enter the text for the subject to match See Like Matches and Unlike Matches for use of wildcards Note Outlook Calendar may also send a Tentative status setting which is treated using the Any setting e Outlook Calendar Reminder An event that occurs at the time scheduled for sending the reminder message for an upcoming appointment This event will trigger again if the appointment time is changed after the Reminder event was previously given 2 Conditions IF these Conditions are True Calendar Status Event Importance fe Any fe Any C
160. te This makes it much easier to use the drag and drop techniques for setting up keys To swap the configuration of two programmable keys you can right click on a button then select the Swap Keys option then click on another button Notice that the button has now been swapped To do this hold the Control key down while using the left mouse button to drag a key to another location Or select Swap Keys and then drag amp drop key to new location Keys will swap within the same window and between any other button window To Copy the configuration of one programmable key to another hold the keyboard Control and Shift keys down while using the left mouse button to drag the key to be copied to its target Or select Copy This Key and then drag amp drop to new location Keys will copy within the same window and between the Side window and the Main Screen Keys on the Main Screen or the Side window will not copy to keys on the Extra Buttons windows or vice versa TOSHIBA Strata Call Manager UG 09 10 Strata CIX Buttons To Change Key This opens the Setup Key configuration settings shown below Several items in the upper portion of this window define the appearance and label of the button Selecting an Action from the pull down listing will present additional parameters needed to define the choice Details for each Action follow this procedure Note Some users may not have permission to change buttons and keys setup Key e Text Gator C
161. this ACD group Log In and Take Calls supervisor only This allows a supervisor to simultaneously log in as a Supervisor and as an agent to take calls Log Out this will log you out of this ACD group Make Me Available If you are set to unavailable or are in wrap up this will change you to available status Make Me Unavailable you can select this to make yourself unavailable a list of unavailable message choices will be provided Request Help Call to Supervisor while you are on an ACD call you can use this to initiate a request for a help call to a supervisor in the ACD group This is further explained below TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications Requesting When the Request Help Call to Supervisor function is selected this sends a Supervisor Help Help Request to a supervisor in the ACD Group Once you initiate the request you will receive a notification that the request has been sent ACD Help Request i Your Help request has been sent to Supervisor 4407 x406 406 Okay If the supervisor accepts your request for help you will receive notification ACD Help Request O Your Help request has been accepted Okay If the supervisor denies your request you will receive a rejection notification ACD Help Request 0 Your Help request has been rejected Okay If a supervisor or Supervisors do not respond to your request you
162. tion Ringing Busy Idle or Do Not Disturb To create DSS keys 1 Set action to DSS extension key Click the magnifying glass Select the contact from your directory as it is shown in the little popup on the side This will set the label for you You can then change the colors and edit the name for easy identification Setup Key Sample Skip KeyLabel Skip Deft Coon Action DSS Extension Key C Show Msg Waiting FBX Extension io Strata Call Manager UG 09 10 TOSHIBA 49 Strata CIX Buttons Web Keys Run Program Keys Creating Keys using Drag amp Drop 50 Web keys allow you to program an Internet or intranet URL into the key Press the key to open the default web browser to the specified web page Setup Key Sample Toshiba TED Key Label Toshiba TSD Action Web Key v Web URL www telecom toshiba coml This sets the key to run a specific application or load a specific document For example you could create a Calculator key to run the windows calculator by setting the Program filename to CALC EXE Alternatively you could create a key to show your projects Excel spreadsheet by simply setting the Program or Document Filename to PROJECTS XLS setup Key Sample Calculator Back Color Key Label Calculator Action Run Program w Program or Document Filename calc exe Program unused keys by simply draggin
163. tions The chat window contains three windows the Chat Box the Canned Replies and the Whiteboard The whiteboard may not be visible in the chat window it depends on configuration The three windows are accessed from the view menu To Call the Person using your Phone This option is to make it more convenient when you need to speak with the person rather than just sending text e Click Chat tab then Phone Enter the phone number or if the number is automatically populated then click Call To Copy the Conversation e From the Edit menu click either Copy or Copy All to copy the highlighted or all of the conversation to the Windows Clipboard for pasting into another application To End the Conversation e Press the Close button to end the conversation 110 TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Companion Applications To Open a Whiteboard Collaborative Session e Click Share Whiteboard Screen This option is only offered once the called party has responded to the Chat session ES Daniel e x10206 Silent Message Conversation Ea lx File Edit View Whiteboard ox X Whiteboard a DE eg General Advanced Dialing E Hot Keys Docking o e m a x i Conversation with Daniel x10206 on 11 17 4009 To Send a Broadcast Strata Call Manager Chat allows you to send a broadcast message to one or Message more Chat recipients For example if the Sales Manager would like to call a meeting with all of h
164. to select where you would like your files to be logged Use the variable d to log the conversation to a file name that includes the date For example if you had a Chat conversation on November 3 1999 you file name would be 110399 log Use t for the time The user will end up with a separate file for each chat Use the variable u to log a conversation to the file name of the user that you conversed with For example if you had a conversation with January your file name would be Jan log You can combine the use of the variables if desired For example the log file name could be CAPROGRAM FILES CTS CHAT d u log The log files will be defined first by date then by the name of the Chat party Reversing the parameters u d log would be organized by name then date Strata Call Manager Chat is designed to operate with other Windows applications For example a user of a phone program such as Strata Call Manager may want to press a button to immediately open a chat window with your ACD supervisor when you re on an Urgent Call Or you may want to coordinate the DND settings of your phone with the DND of Chat Or you may need to periodically send a broadcast message to a group of people based upon a trigger such as a meeting reminder These types of operations are supported by a DDE Command interface This section defines the format for the DDE Command Interface its supported commands with examples with how they can be used TOSHIBA
165. ton to reach the Outlook Preferences screen with the following options a Outlook Preferences i Enable Outlook Integration Dialing Home Area Code 2 e On Manual Dialing Lookup in Outlook Automatically Open a CONTACT for each Call Automatically Open a JOURNAL for each Call Automatically View the Contact s Web Page Incoming Screen Pop NOTE Use the Personal Call Handler feature to perform Outlook Screen Pops Calendar NOTE Use the Personal Call Handler to perform Actions when Calendar Reminder events occur OutLook Phone Link setup sve e Enable Outlook Integration This main option enables disables the Outlook Integration features This must be checked for any Outlook features to work If you re not using Outlook then this should be disabled e Home Area Code Enter your home area code This is used for dialing local calls when the area code needs to be stripped from the dialing TOSHIBA Strata Call Manager UG 09 10 Strata Call Manager UG 09 10 Strata CIX Preferences On Manual Dialing Lookup In Outlook When enabled whenever you dial a phone number manually the phone number will be looked up in Outlook to see if there is a match If there is an exact match only one Contact entry matches the name and account number from the Contact will be automatically attached to the call Typically this should always be enabled Automatically Open a CONTACT for each Call When enable
166. tton 2 Choose a Forwarding type from the pull down listing shown below a FWD off 3 Enter a Destination for the forwarded calls a Set Call Forwarding ES ee ee immediate Destinati on 1001 Save Cancel 4 Click Save to compete the setting To Clear Call Forwarding 1 Click the qa Ee Rae 2 Choose lt None gt from the pull down listing button 3 Click Save to remove the previous setting TOSHIBA Strata Call Manager UG 09 10 Strata CIX Using Strata Call Manager Features Status Messages Status messages and DND is available under the DND Off option and DND Setting a Status Message 1 Click the js ome orf button to bring up the Set DND or Status Message window The following screen displays a Set Status Message E f Status Msg Only On C Msg Off My Primary Ext 154351 Choose Status Message i Custom 2nd Line Returning at 2pm 11 4 Save Cancel Msg Off Change the selection to Status Msg Only On Use the pull down listing and select a Status Message or Do Not Disturb When needed enter additional information on the Custom 2nd Line oo oe Click the Save button when done The status message will appear on the DSS keys throughout the system Turning Off DND or Message Only 1 Click the MG n button to bring up the Set DND or Status Message window 2 Click the Msg Off radio button to remove either DND and or the Status Message Strata Call Manager UG
167. tus Yellow Display Message Warning ACD 2G 40 Calls Waiting LOw 2L Active Status Green Display Message ACD 0 Total Calle lt E Available Agents 27 LOW 2L Idle Status Blue Display same message shown on Active Status Save Cancel Select the appropriate check box to indicate whether or not you d like to display a message when each ACD Group Status condition has been met Enter the text you d like to display for the Urgent Warning or Background Messages Enter the text exactly as you d like it displayed in the Strata Call Manager Use the following tokens to represent ACD Group information ACD Viewer Tokens G ACD Pilot Extension L Longest Waiting Call W ACD Group Name Y Percent Sign Q of Waiting Calls Z Calls per agent Y of Agents Available C Total Calls X Total Agents G Urgent Message Q Waiting Calls Longest Waiting Call L Strata Call Manager UG 09 10 TOSHIBA 103 Strata CIX Using Companion Applications Miscellaneous If on your system each Agent ID is the same as his her PBX extension you should enable the PBX extensions correspond to Agent IDs option That is agent ID 100 uses PBX extension 100 agent ID 105 uses PBX extension 105 etc With this type of installation you will be able to place a chat call or chat broadcast message to an agent even when he she is not Logged In to an ACD group ACD iewer Setup
168. u agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location Modifying translating renting copying distributing printing sublicensing transferring or assigning all or part of the Software or any rights granted hereunder to any other persons and removing any proprietary notices labels or marks from the Software is strictly prohibited except as permitted by applicable law you agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief without notice against you or any other person in possession of the Software You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the Software to TAIS upon demand Furthermore you hereby agree not to create derivative works based on the Software TAIS reserves the right to terminate this license and to immediately repossess the software in the event that you or any other person violates this License Agreement Execution of the Software for any additional capabilities require a valid run time license 2 Intellectual Property You acknowledge that no title to the intellectual property in the Software is transferred to you You further acknowledge that title and full ownership rights to the Software will remain the exclusive property of TAIS and or its suppliers and you will not acquire any rights to the Software except the license expressly
169. ules screen e To Add Local Prefix Codes Enter the prefix code and click Add The wild card character can be entered at the end of a prefix code entry to represent a range of codes For example 75 would represent all codes 750 to 759 and 7 would represent codes 700 to 799 e To Delete Local Prefix Codes Highlight a prefix entry and click Delete button The delete button removes the entire entry from the list thus if the entry has a wild card then it removes all codes represented by the wild card character e To Delete a Specific Prefix Code To delete one prefix code that is part of a range of codes entered using a wild card character enter the prefix code to be considered not local in the Long Distance box and click Add For example if prefix code 755 is long distance but all other 75 codes are local first enter 75 into the local list and the add 755 as Long Distance the resulting local list will be 750 751 752 753 754 756 757 758 and 759 e Dial Area Code on Local Calls Enable this feature in areas such as Atlanta where you must always dial the full 10 digit phone number include the area code even when the call is local Most areas of the US local calls do not include the area code and dial only 7 digit numbers for local calls Any number dialed from another program or hot key dialing will be down to its base 7 digits by removing the Home Area Code before it is dialed e Add 1 Check t
170. up of the Strata Call Manager or when the compiled actions file AGT_PHN ACS is not found at startup These files allow you to design an action export it rename it and then copy the file to all PCs that need that action These are also useful to overcome a user accidentally deleting an action since they can have a copy of that file on their PC when they exit and restart Strata Call Manager that action will be restored Strata Call Manager UG 09 10 TOSHIBA 69 Strata CIX Actions Testing Actions While in the Add Edit Action screen a Show Test Hide Test button is offered Pressing this button when it is titled Show Test will expand the window to a set of Test Values that can be set representing the variables used within the action This sets the values of any real time variables for testing your action For example if your action will be using the Phone Number variable P H or J you will want to set the test value of P to the phone number you want to simulate i e 7145551234 Then press the Perform Test button to test your action The Test Results screen will show the results of the test and if the action fails you can change the parameters of the action and test again When another application is involved in the action that application in general will need to be installed and running to perform the test Pressing the button titted Done Testing will close the Test Window Note Ifthe action seems
171. uters Accessories Semiconductors amp Electronic Components t Surveillance amp Industrial Find Out More gt gt Cameras LED Display Systems Tar t Professional LCD and OLP Products Retail Electronics Office Solutions Medical Imaging Broadcasting Systems Industrial Products i lt CMOS Image Sensors Chip Scale Camera Modules CMOS Image Sensor Insights Articles Trends Tips Q amp A a Click the setup icon to set Home URL and the tools to display in the toolbar home stop refresh go back go forward URL Browser Setup Home URL http www toshiba com tallamericas Optional Toolbar Menu Refresh URL End of Document TOSHIBA Strata Call Manager UG 09 10
172. w Test e Phone Screen Size Select the size for Strata Call Manager s main screen The choices are to restore to the Last Size Used Small or compact view or Large or expanded view When Strata Call Manager is docked to the top or bottom Strata Call Manager restores to settings defined in the Preferences Docking tab Run another This action triggers the running of another program on the PC Program E Add Edit Action x Mame Add Sticky Note Program EXE Browse Type C Program Files Microsoft Office Office O Run another Program Parameters cipmstickynote is Save Cancel Show Test e Program EXE Enter the name and path of the program to be run In the example above the program is Outlook exe Use the Browse button to find the file as needed Parameters Enter any additional parameters that may be accepted as part of the command line to startup the program The example above uses Outlook to pop open a sticky note with data and time recorded TOSHIBA Strata Call Manager UG 09 10 Strata CIX Actions Send DDE Msg This action sends a DDE Execute message to another program on the PC Frequently this is used to Screen Pop a contact management program such as Goldmine ar Add Edit Action Mame l 400 Mame Topic Screen Pop GoldMine He Top GoldminelData Type DDE Message CALLE RID A EH OF Send DDE Meg e Run Program if Mot running Sav
173. x and click lt lt Log In If your Agent ID is listed as a Supervisor then the Supervisor Take Calls check box will be offered on your screen Placing a check in this box will log you in to take calls for the group s selected when lt lt Log In was pressed Click Done when finished The ACD Key will display the number of ACD groups the extension is logged into and the total number of ACD groups you are a member To Log Out 1 Highlight the group name s in the left hand box and click the gt gt Log Out button 2 Click Done when finished Changing Agent Status 1 Right click My Status once you have expanded the views in the ACD Viewer pane The following ACD Agent Status window will appear 2 ACD Agent Status NH xi My Agent Status In Wrapup Finish WrapllP Make Unavailable Unavailable To Make Agent Unavailable mb Use pull down list and choose a reason Click the Make Unavailable button 3 Click Done Strata Call Manager UG 09 10 TOSHIBA 99 Strata CIX Using Companion Applications 100 To Make Agent Available 1 Click the Make Available button 2 Click Done To Set the ACD Status to WrapUp 1 Click Set WrapUp button 2 Click Done Note The Set WrapUp button is NOT available on all installations To End WrapUp 1 Click the ACD Status button 2 Click the End WrapUp button 3 Click Done The ACD View has many configuration options that allow you to customize it to you
174. x and click Add e For Long Distance Calls add 1 Check the box when you need to have a leading one 1 added when making long distance calls outside your home area code Test a Phone Number Dialing plans can become complex Use these boxes to enter different telephone numbers and check to see the number that will be dialed The dialed number should be identical to what you need to dial when using your phone TOSHIBA Strata Call Manager UG 09 10 Strata CIX Preferences Docking Tab The docking tab defines the contents of Strata Call Manager when docked to the top or bottom of the screen This includes whether docking is enabled or disabled and a listing of contents by display priority space limits what can be displayed 4 Setup Preferences General Dialing Docking Advanced W Enable Screen Docking Docking Settings lf Enable ReDock on Startup Disable Undocking Used Frements Available Elements ACD Viewer AppKey 1 History AppKey 2 Chat AppKey 3 Contacts AppKey 4 Dialer AppKey 5 More Buttons AppKey 6 Delete Web Browser AppKey 7 Volume Key Save Cancel e Enable Screen Docking When enabled the Strata Call Manager will automatically dock to the top or bottom of the PC screen when it is moved to the top or bottom When dragged completely to the top it has a slim dock view Docking Settings Enable ReDock on Startup Check this box to make Strata Call Manager to startup i
175. y in this folder will provide a backup copy of the rule that will be loaded at startup of Strata Call Manager if that rule had been somehow deleted in the Personal Call Handler Rules List see Importing Rules below for more details Note When exporting a rule if a file with that name already exists an error message will occur and the rule will not be copied when this occurs you will need to use Explorer to rename the existing file and then export again Importing Rules When the Strata Call Manager program starts up it automatically imports rules from the compiled NET_PHN RUL rules file plus all rule files RUx it finds in its startup folder The last character used in the file name extension defines how the rule file is treated when importing e RUI These files are individual rules created by exporting These will be imported only when a rule using the same name does not exist in the compiled file Thus when this file exists and the user made changes to this rule the user can revert back to the original operation by deleting the current rule in Strata Call Manager then stopping and restarting Strata Call Manager e RU1 Upon startup Strata Call Manager always imports rules from all One Shot rule files RU1 When a rule with the same name exists the rule will be overwritten Once imported the One Shot export file is deleted These one shot files can thus be used to import a rule just one time allowing the user t
176. y to allow the recording to be played back TOSHIBA 95 Strata CIX Using Companion Applications The following functions are available on the toolbar Find Similar Calls Filter icon Enables the Filters option pre configured with information to match the selected call This is very useful for finding calls made to or received from a certain person or phone number Print Calls Printer icon Prints a listing of all entries shown in Call History Change the position and width of the columns prior to printing to format the printout as desired Export Listing Export icon Export the listing to either a CSV Text Excel or Text format e Filtering Use filters to limit the number of calls or view a certain type of calls For example you might want to see only the calls you made received in the last 7 days Or you want to see all Outgoing calls made to a specific area code since the first of the year 1 Press the Filters icon to open the Call History Filters screen Note The filters button changes from Grey to Green when filters are active This serves as a reminder that the call display list may not display all call records while filters are active 2 Select the options and data for the calls that you want to see 96 Dates Select the date s All means any date Call Direction Choose whether you want to see incoming In Only outgoing Out Only or all calls In amp Ou
177. you manually Open Add Contact or Add Journal Strata Call Manager UG 09 10 TOSHIBA 83 Strata CIX Using Microsoft Outlook While on a Call 84 Qutlook Screen Pop xX Call Lookup On 48090751 Gb Matching Contacts Found in Outlook O Add Journal Cancel With this you can see the information about who is calling and then can manually open a Contact or Journal If opening a contact journal manually is not desirable you could also have a 2nd trigger action so that when you Answered a call it would automatically open a Contact and or Journal as desired Whenever you are on a telephone call incoming or outgoing you can right click on the call Call Information or LCD Display window and select View Info to pop up the Standard Call Info screens shown below Within these screens buttons are offered to Open Contact create a New Contact Lookup the person in Outlook or open a Journal Add Journal entry in Outlook These screens can also automatically pop up by setting up a Personal Call Handler rule using a trigger to run the Popup Call Info Screen action i e whenever you answer a call A feature may also be available to you depending upon support for your system to divert the call Divert Call to another destination x Phone Number 6298723 Hame Joyce Green Account H PO DID Name lt none gt lt none gt PAD From Po Cancel Modify Call 3 Outlook Open Contact Add Jour

Strata Call Manager User Guide

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